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 8, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
Companies can’t sell to customers who are mad. But what’s happening in social media is that customers are complaining in social channels- often times because the public nature of the channel forces the company to quickly act to get things tidy up....
