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Poll 2 adjusted the webinar focus to data strategy, asking, “How data-driven is your organization?”
Last week at NOLA CRS there were many conversations both on the mainstage and individual regarding channel strategy. The topic is on everyone’s mind and continues to be debated .... omni vs multi?
Every channel has the opportunity to employ proactive customer service strategies when brands use the right tools, training, and automation to execute them
Is your marketing strategy learning or personalizing experiences based on behaviors?
Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction
This was a popular customer service strategy about five years ago when advisers, such as Gartner, all advised brands to stop placing all their eggs in one basket – move beyond using one contact center and one contact center operator
In the Age of Assistance, when hyper-personalization is king and consumers spend more than three and a half hours on their mobile devices each day, every business should be putting mobile at the forefront of their customer experience strategy. Of course, it is much easier said than done
Data annotation is the human-led process of adding metadata tags to mark up certain elements of text, images, audio and video clips
Empathy and connection can be present. [ 19:15 – 20:22 ] If your job is to connect with another human and you don’t even feel that you belong in your work environment, that’s not complementary. It helps to understand how your job plays into the bigger picture. [ 22:05 – 23:42 ] An IRL experience with a policy that was quite ‘anti-customer’ where the agent empathized with the customer, reassured the customer that the leaders do care and empowered them to provide feedback
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