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All Posts By

Paul van Veenendaal

News and Media

Centralised customer teams – the missing piece that will boost retention: opinion

The competition to enrol new students has continually pushed tertiary institutions to strengthen their future student teams – to listen…
Paul van Veenendaal
Paul van VeenendaalSeptember 3, 2021
News and Media

Contact Centres in COVID-19 Times: Why the Customer Experience has never mattered more

According to Microsoft’s 2019 Global State of Multichannel Customer Service Report, an astonishing 95% of consumers say that customer service…
Paul van Veenendaal
Paul van VeenendaalJanuary 11, 2021

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  • CSBA
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    • Quality Assurance
      • Sense CX
        • Methodology
        • Reporting
        • Performance Benchmarking
    • CX Training
      • Agents & Frontline staff
      • Team Leaders and Managers
      • Consultative Sales Training
    • Industry Research Programs
      • Local Government
        • CX Benchmarking
        • Voice of the Customer
      • Higher Education
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  • Explore
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    • News and media
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  • CURRENT SURVEYS
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