Is your definition of quality service delivery too narrow?
Establishing the right standards for quality service delivery is essential to efficient and effective service. But many focus their quality efforts solely on customer interactions. In this video, from my LinkedIn Learning course “Quality Standards in Customer...
AI Magnifies Customer Service
AI magnifies customer service and brand reputation. Gone are the days when customers only checked a few review sites before making buying decisions. Now, millions turn to AI, which gathers information from hundreds of sources—reviews, social media, complaint boards,...
A Powerful Pair: Drive customer service rep performance with these two metrics
Measuring customer service rep performance is a topic that has often been controversial. Performance measures are usually tied to behavioral expectations and standards, so many questions can arise: Are the measures fair? Are they truly within an individual’s...
No data? No problem! Forecasting new service
New products, marketing campaigns, support channels or accounts may not have much, or any, history you can use for forecasting new service. AI and self-service initiatives can change patterns that existed in the past. Even adjusting hours of operation can leave you...