Customer Service

166 results
of 16
Contributor: Richard de Silva
Posted: Thu, 05/17/2018
Audio
This viral hit is an important reminder for CX professionals: there is no one reality when it comes to the individual. Full Content »
Contributor: Seth Adler
Posted: Thu, 05/17/2018
Cheryl China, Citizens Bank
The SVP Group Director, Contact Centre Escalation and Specialised Teams at Citizens Bank talks about the importance of listening and focusing on every customer conversation, to drive success. EPISODE OVERVIEW: Cheryl China is the SVP Group Director, Contact Centre Escalation and Specialised Teams at Citizens Bank. She returns to the CX Network... Full Content »
Contributor: Seth Adler
Posted: Thu, 04/19/2018
Jim White
How to taking the hospitality experience to healthcare to deliver a great service so customers want to share a recommendation after they’ve left. EPISODE OVERVIEW: Jim White is the former Vice President of Customer Experience at Symphony Post Acute Network. In this week’s podcast interview with host Seth Adler, White describes how running a post... Full Content »
Contributor: CX Network
Posted: Mon, 02/26/2018
engage
Live online chat is proving to be a successful way to engage with customers in the guided economy. Customers expect chat to be consistently easy and effective at answering their questions, resolving their issues and guiding them to their desired outcome. Learn how to leverage live chat to meet and exceed your customers’ expectations and you... Full Content »
Contributor: Zarina de Ruiter
Posted: Tue, 01/23/2018
Rodney Assock
LV= interview about measuring VOC in an age of survey fatigue, making real-time insights actionable and predictions for the year ahead. Rodney Assock is Operational Services Director at LV=. In this interview he answers the following questions:What does your role at Operational Services Director at LV= entail?There is a huge amount of chatter... Full Content »
Contributor: Zarina de Ruiter
Posted: Mon, 01/08/2018
Joshua March
What are the trends and predictions for customer feedback and care in 2018?Joshua March is the founder and CEO of social customer service solution Conversocial. He previously founded social application company iPlatform and is a renowned expert in social media and customer service. In this interview for CX Network, he discusses what’s next for... Full Content »
Contributor: Seth Adler
Posted: Tue, 12/19/2017
Brad Nichols
In this week’s CX Network podcast theatre interview, the Global Customer Service Leader for Dun & Bradstreet talks about the continued need for the human element in the contact centre. EPISODE OVERVIEW: Brad Nichols is the Global Customer Service Leader for Dun & Bradstreet, and he joins host Seth Adler in this week’s CX Network Podcast... Full Content »
Contributor: Seth Adler
Posted: Wed, 11/15/2017
‘Loyalty is a huge aspect of the customer experience’
In this week’s podcast interview, Lenovo’s Director of Services - Customer Experience discusses loyalty and how her employees have become her customers. EPISODE OVERVIEW: This week, CX Network podcast theatre host Seth Adler is joined by the WW Director of Services - Customer Experience (CX) at Lenovo, Deborah Alvord. Alvord shares that her... Full Content »
Contributor: CX Network
Posted: Mon, 11/13/2017
A step-by-step guide for best practices when outsourcing contact center services
Despite the proliferation of contact channels available to customers nowadays, call centers haven’t gone anywhere. In fact, they’re only growing in popularity and expanding into full fledged contact centers that are no longer solely manning the phone lines but interact with customers through a variety of other touch points too. Outsourcing has... Full Content »
Contributor: Seth Adler
Posted: Wed, 11/01/2017
Suzanne
In this week’s podcast interview, Suzanne Henricksen talks about the importance of exmployees fitting into the company culture, saying that skills can be taught but culture cannot EPISODE OVERVIEW: Suzanne Henricksen is Senior Director, Innovation Insights, Sense & Respond Insights, Burt's Bees Insights and Consumer Affairs at The Clorox... Full Content »
Contributor: Seth Adler
Posted: Thu, 10/05/2017
Cheryl China
In this week’s podcast interview, Cheryl China delves into how customers have changed over the years – and what this means for organisations today EPISODE OVERVIEW: Cheryl China is the SVP, Group Director – Contact Centre Escalation and Specialised Teams at Citizens Bank. She joins CX Network podcast theatre host Seth Adler today to talk about... Full Content »
166 results
of 16