The Curated Experience
Summary: You can't escape customer experience, the best place to learn how to improve customer experience and customer service is on Amas Tenumah's Show.
- Visit Website
- RSS
- Artist: Amas Tenumah
- Copyright: All rights reserved
Podcasts:
-Explore gen 1, gen 2 and gen 3 service employees -What skills do you need now
- Leading people is hard - It is for the select few - You do not and should not promote your best people
- Listen to Outsourcing is broken - Things haven't gotten much better - We have answers
Ai in service has plenty of promise and it will be a game changer. - You are not ready - Let us show you why
Ai is coming in customer Service is your contact center ready? We can help this is a short 2-part episode
Employees over customers. Do you have to pick? What is the pecking order? Where do shareholders rank?
- Customer Service still Matters - Everyone still claims they care about it - There is a false choice
For all the hype around the AI one of the immediate places of impact is in Employee experience in the contact center
Episode 41 - Is great Service Born or Made?
Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.
Nothing more central to running a company than the Relationship you have with customers. Most companies get the customer relationship wrong.
The pressing issue for contact center agents is their cognitive load, we can fix this
Your mission as a leader of a contact center is pretty simple. Make work more meaningful for your employees to do that do these 3 things.
Why is persuasion in such a high demand from a business perspective? Jeff says that we all live or die based on our ability to persuade. That's a bold statement! If you think about Customer Service, the vast majority of interactions start with the premises that something has gone wrong, which is why customers call. How the Support Agents should deliver the news that the solution the customer is calling for won't be delivered today? How to say "no" to a customer or deliver bad news?
I want to talk about Quality Assurance specifically in contact centers. I want to give you 3 reasons to rethink QA. 1. Sample size. You'll be making a conclusion over a small size of data, and you might be biased on the interactions you decide to listen to. 2. The entire premise of QA was created several decades ago. Is it still relevant today? 3. If you cannot link directly QA efforts to the ROI you're looking for, you have to rethink it Quality Assurance.
