Talking with Jakob Mattice today about the amazing themes from the ICMI Contact Center Expo in Orlando...[ 15:36 – 17:05 ] An in-house automotive company cx agent success story. [ 21:41 – 22:19 ] We are not just building a pipeline
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
Otherwise, the contact center risks ending up right where it started, with low revenue and ineffective software. Contact centers don’t consider the agent perspective
The End of Human Interaction in Call Centers? Despite these advancements, the hyperbolic sales pitches foretelling the end of human interaction in call centers is irresponsible
By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard
[ 17:48 – 18:42 ] The sequence of adoption, from early to late adopters and how this shows up among CX stakeholders. [ 22:24 – 23:12 ] Alignment is a bit of a buzzword now because we all understand what it means for company culture and how valuable it is, but it’s still hard to achieve because we all have our own sets of values
So, if you don't necessarily have tag management within your website, you want to do that. Google Tag Manager and Google Analytics are usually core platforms
A total 67% of our attendees responded “Moderate,” with 22% considering themselves with an “Expert” perspective and 11% “Nascent.”
Contact center managers often attribute high attrition to unfulfilling tasks and a lack of professional advancement opportunities
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