Thematic

DECEMBER 9, 2019

The one resource that all companies (both tech and non-tech) already have is customer feedback. Turns out customer feedback can really propel digital transformation, and it’s easy to get started! As you can see, digital transformation affects entire industries, professions and all aspects of our everyday experiences.

Feedback 126

Feedback Travel Voice of Customer Hospitality 126

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning.

Customer Experience 52

Customer Experience Call Center Video Training 52

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Customers and prospective clients require real, passionate, and empathetic humans. The only sustainable way to get these human experiences is with employee engagement. Employee engagement requires great leadership. Best practices for leaders in the contact center to truly get to know their employees and gain mutual trust.

Contact Center

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. and master customer rage for an insightful webinar on September 23rd.

Customer Satisfaction