by Dr. Natalie | Dec 1, 2015 | Customer Experience, Customer Service, Customer Service Agents, Digital Disruption, Dr. Natalie's Blog
LiveOps, a global leader in cloud contact center and customer service solutions, and Marlin Equity Partners, a global investment firm with over $3 billion of capital under management, today announced the completion of Marlin’s acquisition of LiveOps Cloud Platform....
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 | 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...
by Dr. Natalie | Oct 23, 2013 | Big Data, Customer Experience, Customer Service, Dr. Natalie's Blog, Dr. Natalie's Favorite Book Reviews, Featured, Leadership, Organizational Change Management, ROI of Social Media, Social Analytics
Publications, Books, Articles and Research Of Dr. Natalie Petouhoff. I was recently asked to create a list of all the things I’ve written… I not sure I have them all… but here’s a list of white papers, chapter in books, books I’ve...
by Dr. Natalie | Sep 8, 2013 | Customer Experience, Customer Service, Dr. Natalie's Blog
Multi-channel Customer Service is not new. Customers have been accessing companies through many channels for years… email, phone, chat… but now with social media the ability to find those social interactions and bring them back into the contact center just...
