Listening to Customers through Employees: Creating a Grassroots VoC Program
It’s no secret that the key to understanding our customers is often found deep within the contact center. It should also come as no surprise that voluntary turnover in critical customer-facing roles has never been higher. They seem like disconnected problems, but the...
An Update on the Travel and Hospitality Industry and its Approach to Customer Care
Mixed Emotions: The Travel & Hospitality Industry Today 1Source: Frost & Sullivan Analysis, UNWTO, Hospitalitytech.com, Hospitalitynet.org, STR Consulting. While it is true that COVID-19 had a devastating impact on the Travel and Hospitality (T&H)...
Real-World Initiatives that Increased CSAT
Speaker: Justin Davis, BMV Contact Center & IT Director, State of Indiana Abstract: Increasing customer satisfaction seems like a no‐brainer, but there is no silver bullet to doing this. This session will focus on a real‐world success story from humble beginnings...
The Ushering in of a New Culture
Presented by: Miranda Conlon Director, Customer Service Wayfair Moderated by: Shantanu Das General Manager, NA Customer Service Wayfair...