The Effortless Experience - A Must Read for Contact Center Managers
A fellow NorCal Contact Center Association steering committee member recently recommended the book "The Effortless Experience" by Matthew Dixon, Nick Toman and Rick DeLisi. I loved it. If you work in a call center, or provide service to customers, this is a must read.
The book comes from the Harvard Business Review article, "Stop Trying to Delight Your Customers".
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