Imagine taking the content from all of the phone conversations your call center agents are having with customers, analyzing it, and publishing it on one tidy dashboard of insights drawn from the sentiment and substance… More

It’s a little dangerous to look back on predictions. Even if they materialize, that doesn’t always mean it’s a good thing. But, with Q1 in the books, we wanted to check in on our yearend… More

Richard Shapiro, founder and president of The Center For Client Retention, spoke with CenterFirst‘s Pete Guillot about his new book, The Welcomer Edge.
Pete Guillot: What compelled you to write the book?
Richard Shapiro: I realized that “personalized”… More