Expert Q&A: H&R Block’s Tim Carter on Improving CX

Following his opening keynote at Contact Center IQ’s recent Customer Experience Online Summit, we had the opportunity to catch up with Tim Carter, Director of Operations Support at H&R Block. During our conversation, Tim talked about the benefits—and challenges—of evolving a Voice of the Customer (VoC) program into his uniquely seasonal organization. To listen to the webinar, click here. Q: How are you gathering customer feedback and implementing changes....

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