TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CX Accelerator

JANUARY 16, 2020

It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . It must be the central priority from which every other business initiative flows. .

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

It was great getting to let loose on this all-important topic alongside Ryan Floersch of Gladly during our recent CXPA webinar. So how can we, as customer experience and contact center leaders, be intentional about something so nebulous? . It must be the central priority from which every other business initiative flows. .

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. In a contact center, examples can be survey comments, email, social media posts, chat transcripts, call recordings, quite a lot of different types of data.

Data 59

Data Customer Service How To Contact Center 59