Founder and Principal Melissa Copeland returns from a recent conference with insights about AI’s potential for elevating customer and employee experiences.
Hell hath no fury like an enraged customer. Your good work attracting right-fit clients can go out the door if your customer service people are not good.
Founder and Principal Melissa Copeland returns from a recent conference with insights about AI’s potential for elevating customer and employee experiences.
Sometimes with the best of intentions, we put in too many metrics, we skimp on agent-enabling technology, we skip over the cultural nuances that make an organization a great place. Call shedding and self-service means that the hardest calls are the ones that still come to people.
When it comes to the demands on Customer Service leaders in 2023, this is no easy feat. The pandemic, the labor shortage, and the explosion of new technology applications can all converge in a Perfect Storm where your customers get stuck in self-service rather than real service.
Given that Interactive Voice Response (IVR) and self-service enable customers to handle the easy transactions themselves, chats and voice calls directed to agents are getting harder.
Understanding a caller and the reason for their call - from their interactions with the menu before being routed to an agent - is a key attribute of an effective call management platform.