Is your customer team dehumanized?

“When customers read our responses, they feel more empathy with our chatbot than with our human agents!” It may seem a paradox, but it’s exactly what some managers are complaining about these days. Of course I refer to those who carry out quality checks over Digital Customer Service conversations on a regular basis. As some of them are observing their customer service team dehumanized, this issue is also affecting their KPIs.

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Highlights

00:03 Intro episode #32
00:35 I felt more empathy chatting with the chatbot! Said the customer
02:31 The handover to the human agent: a moment of truth
03:51 Why a customer service team becomes ‘dehumanized’
04:21 Detecting the root cause when KPIs are declining
06:31 Different digital channels, different conversational skills!
07:05 Download the ‘DCS Personas©‘ skill-set framework
07:21 Check out my DCS training paths
08:31 The very first action agents need to take is NOT answering
10:23 Send your feedback / question: paolo@customerserviceculture.com
10:45 Subscribe to the podcast now
11:01 All my consulting services on CustomerServiceCulture.com
11:35 The ‘Customer Culture Academy’

Deep dive

I’m sure that you don’t want to get a customer service team dehumanized. Conversely technology, especially Gen AI, has to be an enabler helping human agents leverage every digital conversation with the customer. Learn from real case examples reading ‘The Power of Digital Conversations‘. 👇