From the course: Customer Service Using AI and Machine Learning (2020)
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Customer interaction analysis: Early warning system and coaching tools
From the course: Customer Service Using AI and Machine Learning (2020)
Customer interaction analysis: Early warning system and coaching tools
- Most customer service organizations are obsessed with quality. Marketing experts tell us your brand is created through customer interactions. And who has more customer interactions than we do? Delivering quality service experiences will turn customers into repeat buyers, promoters and brand advocates. Lousy customer experiences will do the exact opposite. This means that every customer service organization has to find ways to monitor quality and to find coachable moments to improve the team's performance over time. Service organizations deploy multiple strategies for quality. Even before a team member talks to a customer for the first time, they're trained on their subject matter, processes and soft skills. While staff are engaged with customers, team leads and supervisors use the oldest of all management techniques, MBWA, Management by Walking Around. They make themselves available to help and look for telltale signs…
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