Silver Linings in a Pandemic – “Humanizing Agents”
Key Takeaways from Customer Contact VIRTUAL:
A Frost & Sullivan Executive MindXchange
INTRODUCTION Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has...
Featured Video Presentation:
4 Lessons from the Most Customer-Centric
Genre of Rock
James Dodkins used to be an actual, real life, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world. James uses this unique experience to energize, empower and inspire his clients and their teams as a...
Let’s Make Our Frontline’s Work Easier So Customers Win
We know that requiring less of our customers results in happy and loyal customers (check out Matt Dixon’s The Effortless Experience). Customers do not want to have to interact with a service provider, but when they do, the experience should be easy and a delight. So...
Searching for the Magic… CX in Tough Times
What is the magic answer to unlocking the Customer Experience? The answer is… there is no magic. The Customer Experience (CX) requires being open to change, fully understanding all facets of the experience, being where your customers want to be, and hearing their...