<ul> <li>The CFO and the C suite are humans with their own needs <ul> <li>Your communication must be tailored to what they care about</li> <li>Focus on their metrics, and their outcomes</li> </ul> </li> <li>Stop assuming everyone cares about happy customers as an end to itself.</li> <li>You need political Capital <ul> <li>Start by executing on small changes in your purview</li> <li>Bank the capital from small wins</li> <li>Spend the capital on big projects</li> </ul> </li> </ul> <p>Reach Bob on <a href= "https://twitter.com/bobfurniss">twitter</a></p>

#75 - The only five metrics you need in your contact center

You hate waiting in line or on the phone for customer service. There have been plenty of shows about customer service, that all seem to offer "secrets" to improve customer service. This is not that show. Amas Tenumah focuses on Why customer Service is so broken and gives you the secrets to get around it.