More than one manager have told me ‘I think that we’re giving away too much to some customers who don’t deserve it.’ You may think that that’s a negative approach, but sometimes it’s just the result of multiple agents feedbacks. They’ve felt frustrated because they’ve realized that some customers abuse support. As this is a thorn [...]
Have you ever been asked to follow somebody by taking the lead? Sounds a bit contradictory, uh? I’m quite sure that you’ve had conflicting customer experiences that have influenced your following decisions. For brands, the price to pay in such situations is high: compromising customer’s trust. So join me to see a real case and [...]
Planet Earth, year 2021. More and more organizations have integrated new platforms and up-skilled their staff to cope with a huge, sudden demand for digital support. Accordingly, as new channels such as video are now being used for customer service in many industries, let’s have a look at this great opportunity to deliver superior experiences and consolidate customer’s [...]
What if I asked you ‘how do you see your organization in their Digital Customer Service journey?’ Well, first of all I hope that something will immediately pop up in your mind, otherwise you’d be in trouble! Afterwards, I’d be very curious to listen to your answers. So while you think about it, I’m going to [...]
If you work in the customer service arena, you know that metrics play a key role. In fact you may use them to make sure you’re sailing on the right route as well as destination (aka your goals). That’s why, instead of yet another article listing the ‘best metrics’, here’s something really useful for you. [...]
