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About Erica Defoort

4 Key Takeaways from G-Force 2015 November 17, 2015

G-Force 2015 was held at the beautiful Fontainebleau Hotel located on the white sandy beaches of South Miami. For many, that may be the most memorable part of the conference this year. This could hol...

Understanding Contact Center Trends Ahead of Next Year’s Budget November 10, 2015

Lots of people, including myself, are in the throws of budget season right now. It can be a stressful time. It brings to light how the current year has unfolded, have targets for the year been met,...

3 Steps to Providing More Engaged Customer Service September 01, 2015

I am increasingly frustrated by quick thoughtless responses during transactions. For example, when I was ordering dinner at a restaurant the other night, our server responded to my dinner choice as...

4 Easy Steps to More Productive Meetings June 30, 2015

Meetings can dominate our workdays. Yet, all too often we come out of them thinking “that was a waste of time”. To add to the frustration, meeting invites rarely have agendas or clearly identify w...