I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to un-know it, so you can think like your reader—who wouldn’t be reading your KB article if theyfalse
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Budget pressure, unconvinced executives and an inability to demonstrate concrete ROI can all be death blows for CX projects. COVID-19 has put even more pressure on executives in many organizations to optimize and reduce costs.
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I recently chatted with Adrian Swinscoe to discuss the CX myths, the role of technology for customers and agents and the meaning of customer-centric.
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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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How hard is it for a customer to reach an agent in your company? Are callers madly pushing “zero” like lab rats in an attempt to escape your IVR? Are they Googling your phone number because it’s not easy to find on the website?
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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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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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Over the last decade, many of the products (games, email and spreadsheets) we grew up with have turned into services, while service itself has gone in the opposite direction. Many companies have turned customer service into a product. That’s a mistake and here’s why it needs to change in 2020.
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How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" 😉. Let's dive in.
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