I sat down with the best known writer in the CX world, Leslie O'Flahavan to discuss the intersection of technology and communication in customer service including topics like desktop tools, chatbots and the can of worms that is call scripting.
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Both in the media and in casual conversation, we often hear about the time "after corona" when things are back to normal. But that world no longer exists and here's why.
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I caught up with Craig Stoss recently on Zoom as we both just transitioned to work from home. We discussed living abroad, his transition to a new role and of course, customer service!
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I talked to Nate Brown, founder of CX Accelerator about the intersection of CX and technology. Nate is a perpetual student of the world’s greatest experiences and the people who create them.
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I recently spoke with Jack Springman about the state of CX, why customer-centricity isn't helpful or actionable and the value of technology in customer experience.
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After our webinar with Fred Stacey, General Manager of Cloud Contact Center Search, Outsource Consultants, I wanted to pick his brain for additional insights into the future of customer service, particularly as it relates to the intersection of CX and technology.
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I recently talked with Jeff Toister, founder of Toister Performance Solutions and author of The Service Culture Handbook: A Step-By-Step Guide to Getting Your Employees Obsessed with Customer Service.
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With the world’s largest work from home experiment beginning, many companies and employees find themselves in unknown waters. Can workers be as productive remotely? Will they still be able to access all the systems and data needed for their job? How will they communicate without coffee breaksfalse
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Many customer service departments and agents feel underappreciated and it’s no surprise. Upper management often sees contact centers as a department that does nothing for the bottom line.
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There's a lot going on in the customer service world. New technology, rapidly changing customer expectations and an increasingly competitive environment means staying on top of change is critical to today's companies.
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