11 Oct My Personal Customer Service Story: Empathy and Support Inspire Innovation
One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused...
One of the things I feel most strongly about is that customer service professionals should never ever be sworn at, demeaned or abused...
Happy Customer Service Week! Last week in prep for #CustomerServiceWeek2019, we celebrated customer service successes. This week we are celebrating the power of employee engagement with The Ritz-Carlton. Employee Engagement Experts and reports agree, treating employees well is linked to business success. As Micah Solomon states in...
In Hubspot’s recent The State of Customer Service in 2019 report, they mentioned the earliest recorded customer complaint from 1750 BCE. Wow. This industry has some history. What about the feel good moments? In preparation for Customer Service Week we’re celebrating some customer service successes...
Are your customers caught in a customer experience time loop? Your customer facing AI solutions, like chatbots, never tire of repetition. However, your customers and agents do....
A history of lies makes it hard to build a lasting relationship. How do you build an authentic customer relationship in a business climate known for manipulating customers? ...
The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. ...
Gender inequality and unequal pay have come to light with the help of things like the #MeToo movement and detailed worldwide studies on the state of gender disparity. These issues are common in the call center and contact center sector. How do we go...
Customer service agent support is key. Agents have a tough job. Let’s be honest, the work is repetitive and dull. These are human beings tethered to a headset at a desk for hours listening to people complain. There are many demands from supervisors and executives....
There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. When used strategically, AI enhances CX, and shows human and machine are best together. ...
Abuse is not high on the list for most job seekers, customer service employees included. Though there are many reasons for agent turnover in contact centers, one cause is harassment from customers. Here are three ways contact center agents are abused and tools to improve...
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