Leonard Klie

4 weeks ago | destinationcrm.com | Leonard Klie

U.S. consumers received just slightly less than 5 billion robocalls in April, marking a 3 percent increase from March, according to YouMail's latest Robocall Index. April's robocall volume reached its highest number since August of 2023. Additionally, the first four months of 2025 have seen 18.9 billion robocalls, which is an 11.93 percent increase compared to the first four months of 2024.

1 month ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com Let’s face it, market volatility is here to stay while companies and countries negotiate with the Trump administration to reach a deal on tariffs. In the meantime, stock market turmoil, sourcing concerns, potentially higher production costs, supply chain disruption, and far more will threaten companies and leave the U.S. economy in a state of flux.

1 month ago | destinationcrm.com | Leonard Klie

By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com As an editor, I care very much about proper grammar; it is key to what I do and who I am. Improper grammar really gets under my skin, and it’s even worse when the people guilty of it are trying to convince me to spend my money on their products or services.

2 months ago | destinationcrm.com | Leonard Klie

In Supercharging the Customer Experience: How Organizational Alignment Drives Performance, customer experience and business transformation experts Alan Williams, founder and managing director of ServiceBrand Global, and Dave Stubberfield, director and principal consultant at Carter Consultancy, provide a framework for the design and implementation of customer experiences from an informed, practical, and operational perspective.

2 months ago | destinationcrm.com | Leonard Klie

As call centers worldwide face an ongoing challenge hiring and retaining top-performing customer service representatives, JOBehaviors, a pre-employment behavioral assessments provider, is offering a Call Center Customer Service Agent Assessment. The high turnover rate in the call center industry comes at a steep cost. According to industry research, hiring, training, and replacing a single CSR can range from $7,500 to $10,000.