Bill Price

Co-author of three books on increasing CX while controlling costs: (1) The Frictionless Organization (2022); (2) Your Customer Rules! (2015); and (3) The Best Service is No Service (2008). New Driva Solutions website out soon! Our three practice areas = Contact Optimization to get more value from few(er) agent-handled contacts; (2) Performance Optimization to find & grow "best agents" and "best teams"; and (3) Sourcing Optimization to solve for "where in the world should we go (next)?" for customer support + "how on earth do we make it work for our customers?"