Start Asking “Did I Make You Happy?” w/ Christa Heibel, CH Consulting Group

Christa Heibel and Marc Bernstein talked about what contact center managers are getting right in 2021, why leadership should take calls, who owns contact center transformation, and a smarter way to do post-call surveys. Christa Heibel is the Founder & CEO at CH Consulting Group, customer experience consultants for omni-channel contact centers. She also serves as the Vice Chair and Marketing Chair at Professional Association for Customer Engagement (PACE).