by Dr. Natalie | Sep 23, 2018 | Customer Experience, Customer Field Service, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, dreamforce, Field Service
Dreamforce 2018 is here! And there’s so much to do and see! To get the most out of the week I’ve put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! They span the world of customer service and are...
by Dr. Natalie | Sep 17, 2018 | Agent-assisted service, AHT, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Field Service, Customer Lifetime Value, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, dreamforce, Innovation, Leadership, ROI Of Customer Experience, ROI of Customer Service, Self-Service, transformation
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 12, 2018 | Agent-assisted service, Agile Solutions, AHT, AI, Application Developers, Artificial Intelligence, Contact Center metrics, CSAT, Customer Experience, Customer Lifetime Value, Customer Service, Customer Service Agents, CX, Data, Data Scientists, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Faster time to value, FCR, Innovation, KPIs, Leadership, NPS, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service, Self-Service, Technology, UX/UI Designers
AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?” If you are wondering how AI can move the needle on the metrics you get...
by Dr. Natalie | Feb 16, 2018 | Cloud Technology, Contact Centers, Customer Experience, Customer Service, Customer Success Management, CX, Dr. Natalie's Blog
Whether you’re a business owner or marketing expert, you understand the importance of knowing your audience inside and out is key to attracting prospects and retaining existing customers. Fortunately, there are a number of tools on the market that can help you do just...
by Dr. Natalie | Feb 12, 2018 | Amazon, Amazon SWA, Customer Experience, Customer Service, Dr. Natalie's Blog
Shipping with Amazon (SWA) is the name of Amazon’s new delivery service. It is thought to rival UPS and FedEx, according to The Wall Street Journal. Why is it attractive to customers? It seems Amazon wants to offer lower prices than competitors (FedEx and UPS)...
