Ben Carmichael

December 2, 2021

September 9, 2021 Last Updated: September 10, 2021
Ben Carmichael

Learn how to build a Customer Experience (CXM) Measurement Program in your business using these 7 key steps that can apply to any business.

May 5, 2021 Last Updated: May 6, 2021
Ben Carmichael

Learn more about Human-Centred Design including the 4 stages, potential problems and common success measures of HSD initiatives.

December 14, 2020 Last Updated: September 9, 2021
Ben Carmichael

Learn more about the Customer Experience Measurement Framework (CXM) used to measure customer feedback in businesses.

September 19, 2016 Last Updated: June 21, 2021

We share 13 expert tips on how to engage call centre staff that involves more than just movie tickets and free fruit platters.

August 22, 2017 Last Updated: March 11, 2021

Does a call centre location really matter for customers or for businesses? We look into the key success factors using offshore call centres.

November 9, 2016 Last Updated: June 18, 2021

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.

Articles by Ben Carmichael