by Dr. Natalie | Sep 12, 2018 | Agent-assisted service, AI, Artificial Intelligence, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Leadership
Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...
by Dr. Natalie | Sep 17, 2014 | Customer Experience, Customer Service, Dr. Natalie's Blog
Trek Bicycle began was founded in 1976 by Richard Burke, president of flooring and appliance distributor Roth, and Bevill Hogg, owner of a chain of bike stores. With $25,000 in seed money from Roth’s parent company, Intrepid, Trek started to build bikes by hand...
by Dr. Natalie | Jul 12, 2014 | Chief Revenue Officer, CMO, Customer Experience, Customer Service, Dr. Natalie's Blog, Leadership, Organizational Change Management
CEO’s Must Make Customer Experience the Number One Top Priority The bottom-line? You know me. I get to it real quick. When you empower your customer service agents, you have the opportunity to delight your customers. Technology is key, but it actually takes more...
by Dr. Natalie | Jan 18, 2014 | Customer Experience, Customer Service
Reduce One-Off Requests Your support agents are knowledgeable about every aspect of your business. They have extensive knowledge about your product, your processes, and policies. So it’s an ironic twist of fate that (especially as your business scales) they spend most...
by Dr. Natalie | Jan 11, 2014 | Customer Experience, Customer Service
We love our customer support agents. Friendly, helpful, and patient by nature, these folks spend more time talking to your customers than anyone else in your company. They truly understand the pain points of your business, and they’re the ones putting in long hours to...
