Every service organization has customer conversations that head down the wrong path. The important thing is to intervene, if needed, and provide coaching so it's less likely to happen again. In this video, learn to identify monitoring and QA functions that can be automated.
- 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 … of problem customer interactions. …
Author
David Kay
Released
2/21/2020Skill Level Intermediate
Duration
Views
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Introduction
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1. How AI and ML Are Revolutionizing Customer Service
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2. Using AI- and ML-Powered Solutions
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3. Innovating with Custom Applications
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4. Bringing Your Ideas to Life
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Conclusion
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Putting things into action1m 42s
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Video: Customer interaction analysis: Early warning system and coaching tools