Chapter One: Detective Holmes had solved many cases and now she had been brought in to a call center to solve one of the most challenging cases she had ever had. "Empathy” was missing and no one knew why or where Empathy had gone!! This may not be a best selling mystery book opening, but [...]
Subscribe to our blog!
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
Call Center Agents: Here to Stay & Increasing in ImportanceJanuary 18th, 2018
3 Ways to Help Agents Self-CoachDecember 4th, 2017
Latest From The Twittersphere
- 2 years ago
Combining data from customer & employee journey maps provides insight to understand how both view the journey. ow.ly/TS0lJ2 years ago
Webinar: Calming Contact Center Chaos to Meet Customer Expectations. Thurs., 11/12, 11am ET ow.ly/Ud48J2 years ago
Quotes to Prompt a Customer Service Revolution
"The customer experience is the next competitive battleground."
"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!"
"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."
“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.”