Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:
Why it is important to follow up with the survey respondents individually
How speech analytics is changing the customer service landscape
Best practices for customer experience in the healthcare industry
Why AI is creating the challenge of attracting the right employees
Human experience in contact center applies to both customers and employees
Mixed Messages: Your Feedback Is Important, But We Don’t Have Time To Listen
By Andrew Gilliam for Tin Cans & String
Many surveys conclude by telling customers that the company cannot respond to each customer individually. Customers are often directed to contact the company in another way, if they’re experiencing a problem that requires assistance.
In addition to actual medical attention, patients and their families often deal with booking appointments, getting specialist referral visits and reporting billing errors. That leads to understandable patient frustration.
With a Big Focus on AI Comes Challenge of Attracting The Right Employees
Interview with Jeff Doran
AI is going to be a big area of focus in the coming years. But with that, comes the challenge of attracting, training and retaining the right profile employees who will be successful in a fast moving, automated work environment. At the end of the day, technology doesn’t work unless people are using it properly.
As an industry veteran and a chair of GTACC (Greater Toronto Area Contact Center Association), Sangeeta advocates for Human Experience First approach whether it applies to your customers or your employees.