Though the holidays bring a surge in sales for many businesses, that usually translates to an increased volume of customer support requests. Even the most prepared service groups can experience chaos in the contact center during these months. I experienced this firsthand during my time as Director of Global Workforce Optimization at a Fortune 25 [...]
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Six Characteristics of Adult LearnersAugust 27th, 2013
10 Great Customer Service QuotesJuly 18th, 2013
Use Customer Voice to Pull Your Company Out of an Innovation RutAugust 20th, 2015
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- 3 years ago
Combining data from customer & employee journey maps provides insight to understand how both view the journey. ow.ly/TS0lJ3 years ago
Webinar: Calming Contact Center Chaos to Meet Customer Expectations. Thurs., 11/12, 11am ET ow.ly/Ud48J3 years ago
Quotes to Prompt a Customer Service Revolution
"The customer experience is the next competitive battleground."
Jerry Gregoire, CIO, Dell Computers
"On average, every Intradiem employee expects to spend an average of 123 days of their adult life on hold, in line or waiting for a service technician. That’s more than four months of their life spent waiting!"
Matt McConnell, CEO, Intradiem
"In the process of getting (employee feedback), there is a very important by-product, which is that employees will feel more fulfilled, appreciated and understood."
Shep Hyken, CEO, Customer Service Training
“Adults want to know why they need to learn something before undertaking learning. Facilitators must help adults become aware of their ‘need to know’ and make a case for the value of learning.”
"Just because you answer the call quickly doesn’t mean you answered it correctly – nor does it mean that you actually helped the customer or led them to some sort of loyalty to your product or brand.”
Bob Fletcher, Call Center Consultant