Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. That’s an example that stood out for me.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

When you go to a contact center and you talk to a head of service or operations person, there’s a common vernacular that we use — average handle time, number of cases, transactions: There are typical and foundational nouns and verbs, but that’s an old way of measuring service. That’s an example that stood out for me.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

Michel Falcon Experience

FEBRUARY 11, 2019

In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. What I’m going to share with you today is I’m going to introduce you to the people first culture and three p strategy. Pete’s Beach, Florida.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences. And, again, I’m not a theory guy.

Culture 12

Culture Employee Engagement Company Engagement 12