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10 ways of creating a bad customer service experience
Customer service, in itself, is not quite the same thing as the customer experience.
Emotion trumps reason. Every time.
What are you feeling right now? Why do you feel that way? These are questions that you should definitely think about every now and then. Especially when emotions are running high: you may be feeling angry, frustrated, disappointed, happy, successful or thankful.
Managing change: how should you implement the changes that automation brings to people’s jobs?
Technology is developing at a rapid pace, which means that in many industries, jobs that people used to do will be automated and handled by robots. So where does this leave people?
Top problems for contact centres, #2: Employee commitment
The commitment level of your employees has a huge influence on company culture, and as a result, it also influences the way your strategy is realized and, ultimately, the profitability of your business.
Top problems for contact centres, #1: Excel files
Excel is great. Please believe me when I say that I really do like it! In practice, this is because I have used it to create a wide variety of reporting solutions over the past 14 years that I have spent working in the contact centre industry.
Link quality to your reward system
As I have mentioned before, the customer experience is one of the hottest topics in the business world right now.
