Trillium Insights

Thoughts and Insights from Trillium's Practice Leaders

What is the Real Business Impact of a Bad Customer Experience?

What is the Real Business Impact of a Bad Customer Experience?

Companies that continually deliver poor customer service go out of business very quickly.  Given the availability and ease for customers to switch to a competitor, customers are becoming even less tolerant of poor customer experience.  It does not matter the type of business you have or ... Continue reading…

A Customer Experience Recovery During a Major Power Outage

A Customer Experience Recovery During a Major Power Outage

As the result of a recent storm our power went out.  It was a bad storm that knocked out service for hundreds of thousands of people in Chicago.  Our power provider suggested that customers use their mobile app to report the power outage and to check back to see the status of the outage.... Continue reading…

Maintaining Data Privacy in the Contact Center

Maintaining Data Privacy in the Contact Center

Most of us have interacted with a contact center and heard the phrase “This call may be recorded for quality or training purposes”.  GDPR and some of the new US-based state-wide privacy regulation have an impact on the policies and business process for call centers.  One of t... Continue reading…

Time to Recover

Time to Recover

OK, if I asked, everybody would tell me that they are backing up their data.  And some are even testing their ability to restore data from those backups, but even for those companies that go through that exercise, few of them are aware of how long the recovery process actually takes. The ol... Continue reading…