by Dr. Natalie | Nov 28, 2013 | Dr. Natalie's Blog
Process, strategy and research are all necessary ingredients to a successful business. However, the key to really selling a product and keeping employees engaged – or if you prefer to stick with the in-the-kitchen analogy of “making your dish crave-worthy” – is...
by Dr. Natalie | Nov 24, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
Five Challenges & Implications for Brands in a Socially Connected World Customer perceptions of their experience are formed over time and at every touchpoint where the customer interacts with a brand. And it can extend beyond the direct interaction with the...
by Dr. Natalie | Nov 17, 2013 | Presentation Slides
How technology affects agent performance and the bottom line by @dr natalie petouhoff-contact center 1. Technology’s Affect on: Delivering Great Customer Experiences via Agents & The Bo?om-‐Line By Dr. Natalie Petouhoff www.DrNatalieNews.com @DrNatalie on Twi9er 2....
by Dr. Natalie | Nov 17, 2013 | Presentation Slides
How technology affects agent performance and the bottom line by @dr natalie petouhoff-contact center 1. Technology’s Affect on: Delivering Great Customer Experiences via Agents & The Bo?om-‐Line By Dr. Natalie Petouhoff www.DrNatalieNews.com @DrNatalie on Twi9er 2....
by Dr. Natalie | Nov 17, 2013 | Conferences, Customer Experience, Customer Service, Dr. Natalie's Blog
We conducted a study to determine the affect of technology on Customer Service Agent’s ability to deliver great customer experiences, increase revenue, decrease customer churn, agent attrition and contact center and call center costs, especially the cost of...