During a period of my life I used to hate Mondays because I considered my job as meaningless. Conversely today I look forward to starting off the week because I do love what I do, helping organizations as a consultant. These totally different sentiments also set apart winning organizations from laggards, based on their customer [...]
As in the last 24 months a growing number of companies have started delivering video chat support, most of them need now to fine-tune customer experiences. The reason why? It’s a brand new customer service channel for organizations, with relatively poor internal know-how to draw from. Accordingly, support agents need to be equipped with ad [...]
As more and more organizations and industries embrace Digital Customer Service, they become aware of a vast array of business opportunities. Some of them though, get stuck when facing the first difficulties questioning their whole journey (!). Main reason for that is that they lose sight on the bigger picture. Those instead who have enjoyed [...]
Everyday your support agents represent the voice of your brand dealing with a vast array of customers queries. Regardless how experienced they are over traditional channels, having conversations over social media, live chat, video chat or messaging channels is a different sport. That’s why you need to get your customer service team digitally up-skilled to [...]
‘I though that…’ or ‘I expected that…’ are tricky assumptions and when having conversations with customers they become slippery like ice. That happens if you listen too much to yourself and your tribe (aka our organization) without paying enough attention to what’s happening outside the building. Consequently you’ll increase the gap, instead of getting customers [...]
