by Dr. Natalie | Jan 26, 2014 | Dr. Natalie's Blog
The following is an excerpt from “Disruption Revolution”, a great e-book that you can download for free here. You were one of the first people to calculate an ROI model for social media. Can you explain how to go about quantifying the value of things that...
by Dr. Natalie | Jan 23, 2014 | Customer Experience, Customer Service
This post is part of the Deep Thoughts at Dreamforce Series of candid interviews with customer experience thought leaders. You can view the other videos in the series here. “Strategy that involves common sense is nearly impossible for large companies to do,”...
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 16, 2014 | Presentation Slides
Visual IVR delivers on the promise of self-service & call center connectivity (Evolution of Self-Service – Part 3) 1. The Natural Shift from Self Service Technology to Visual Connectivity Part III Visual IVR: Ease of Connectivity from Self Service to the...
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...