Unlocking Customer Service
SharpenC-Suite leaders and customer experience experts explain how prioritizing frontline employees leads to higher productivity, better customer service, and more revenue.
| Publishes | Weekly | Episodes | 13 | Founded | 5 years ago |
|---|---|---|---|---|---|
| Categories | ManagementTechnologyBusiness | ||||
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For years, digital transformation projects have topped priority lists of customer service and IT leaders looking to modernize their customer experience. Companies turn to technology to improve efficiencies, automate processes and scale their service ... more
The benefits of contact centers are crystal clear to operations executives and those who live and breathe customer service, but what about to all your other business leaders? Those who don’t deal in the day-to-day of customer service, workforce manag... more
Often, the biggest threat companies face isn’t their competitors, it’s complacency.
While you spend time ruminating on the next best thing in customer experience, other companies act to actually improve theirs. After a year of pause, now’s the time... more
Your customer experience rides on the service your support team delivers. And that level of service is driven by your customer service managers. Turns out, your company’s managers control 70% of your employees’ engagement at work. And when your emplo... more
It takes the average contact center 9 months to research and evaluate new contact center platforms to “fix” their customer experience. Yet too often, leaders invest in technology but don’t have the right strategy in place to deliver the basic tenets ... more
The best decisions are guided by data. Execs need data to manage risk, predict future business patterns, and make the best possible investment decisions to grow their organizations. But so much data is floating around your contact center, how do your... more
It’s typical for customer service leaders to prioritize efficiency over everything. And with 80% of customers expecting fast service, it makes sense that chugging through more interactions, faster, would feel like a top priority.
But those same cus... more
Company executives get a high-level view of what’s happening across departments. They create the strategic vision for the company and define the goals and metrics to realize that vision. But often, this high-level overview leaves out key details that... more
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Unlocking Customer Service launched 5 years ago and published 13 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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