Reframing Customer Service: Three Levels of Value
Customer service is only part of customer experience, but it’s a vital and strategic part. When effective, customer service makes it easy for customers to resolve issues, and provides extraordinary opportunities for listening and learning. In this video from my...Using AI in Customer Service: Steps for Seamless Integration
As customers, we’ve all experienced technologies that aren’t helpful or that create even higher levels of frustration. They offer many options, just none that we need. They force us to enter account numbers or other information that’s not passed...
The Seven Factors of Customer Tolerance
Customer tolerance influences how long customers will wait, how many give up and leave, whether they try alternatives, and how they feel about the experience. In this video from my LinkedIn Learning course Customer Service: How to Manage Your Customer Queues, I...
The Contact Center as a System of Causes
Thinking about how to improve the quality and productivity of your contact center can be overwhelming. There are so many components that make up the environment it can be hard to know where to start! To learn how to improve contact center management, we first have to...