Digital transformation is here, and while it leads to increases in efficiency, productivity and revenue, it also poses potential risk when it comes to data security. Did you know that 46% of U.S. businesses experienced a data breach in the past year, according to the 2018 Thales Data Threat Report? In today's world where customers [...]
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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