CX5 Talks - An Interview with Adrian Swinscoe
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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- 03. Jun. 2020
- 3 minute read
- 13. May. 2020
- 6 minute read
CX5 Talks - An Interview with Craig Stoss
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!
Read more- 01. May. 2020
- 3 minute read
Make Sure Your Customers Can Get a Human
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?
Read more- 29. Apr. 2020
- 6 minute read
CX5 Talks - An Interview with Jack Springman
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.
Read more- 08. Apr. 2020
- 2 minute read
CX5 Talks - An Interview with Jeff Toister
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.
Read more- 18. Mar. 2020
- 2 minute read
5 Must-Have Tools for Remote Work in Contact Centers
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
Read more- 04. Mar. 2020
- 3 minute read
How Service Became a Product and Why That's Bad
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.
Read more- 19. Feb. 2020
- 2 minute read
How One Retail Company Reduced Support Documents by 59%
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.
Read more- 05. Feb. 2020
- 3 minute read
3 Ways Contact Centers Add Value in Companies (and revenue!)
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.
Read more- 07. Jan. 2020
- 3 minute read
Wikis are Hurting your Customer Service. Here's Why
Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.
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