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This is the last of a three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise. In previous posts, we explored how to maximize unstructured feedback and why agents don’t share feedback that they receive from customers. In this article, we’ll focus on what happens to the feedback that makes it to management.
Unstructured feedback is the next great frontier in customer experience management, but the disorganized nature that gives the term its name makes it difficult to take full advantage of the goldmine. This is the second of a three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise.
Welcome to the three-part series about the challenges of harnessing unstructured feedback across every level of the enterprise. In this part, I’ll share my tips to overcome these challenges and suggest some technology that can help your organization leverage unstructured customer feedback.
In other two parts, we will explore why agents don’t share feedback and why it’s hard for leaders to act on feedback that is shared.
Best practical advice from CX industry professionals at Forbes, ICMI, Contact Center Pipeline, Call Centre Helper and others. This month, learn about:
- How to help contact center agents convert customer requests into sales
- How the gig economy affects contact center recruiting process
- Professional tips on putting customers on hold
- Recording of the webinar with Jeanne Bliss and Mike Aoki
- How increasing AI adoption impacts customer service
Watch the recording of the recent webinar "5 Essential Leadership Skills for Enterprise Contact Center Executives" from our series "5 Tips From an Expert" with Mike Aoki. The guest expert is Jeanne Bliss, best-selling author and Founder and CEO of Customer Bliss.