‘How your ideal customer service training path should be?’ Whenever I ask this million-dollar question to new potential clients they change expression because they start thinking with a different perspective. So, since experiences speak louder than words, I’m going to tell you about my recent training support teams sessions. The reason why? I gave them [...]
Technology is a great enabler especially when it comes to Digital Customer Service. However that’s not enough because customer experience perception is the result of each interaction. In fact when I carry out digital conversations assessments on behalf of clients I often find out dangerous behaviors by their support agents. Because show that the whole [...]
Since Digital Customer Service demand is growing fasters and faster I see many organizations under pressure. In fact they have to take important decisions very quickly, so that they are afraid of making mistakes that will have an impact on business results. As standing still is definitely not the best move, what are the main [...]
It may seem a paradox, but the rush towards digital support channels has been so fast that some companies are losing focus on the customer. In fact many organizations had (wrongly) expected that new support channels such as social media, live chat or messaging would instantly generate 5-star customer experiences. Today they feel disappointed because [...]
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 [...]
