I want to start this by asking to you to take a moment and genuinely reflect on the service you provide and answer this question: Are you delivering a superior experience to your customers? If you answered yes, I’m glad to hear of the confidence you have in your technology and your agents. However, there’s […]
Read MoreI recently read an incredible blog post by Lauren McDonald at HeyWire. (And I would recommend that you take a few minutes and read her comments on comparing support channels to the Olympics and awarding the text channel the “gold medal.” I’ll wait.) As the text channel continues to receive a lot of attention – […]
Read MoreWhether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. […]
Read MoreWe all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via […]
Read MoreIs voice communication dead? I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting […]
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