By SmartAction Company LLC | Jul 26, 2018 | CCW
As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business success. For so long, businesses found ways to cut costs and increase efficiency in the call center because it was always...
By SmartAction Company LLC | Jul 26, 2018 | CCW
The story of automation and job loss is a familiar one – and it’s one we’ve all heard before. The belief that automation would lead to unemployment first emerged in the early 19th century and is commonly attributed to the Luddites, a group of people who were...
By Nicolle Paradise James Dodkins, Senior Director of Customer Experience, ADP | Jul 26, 2018 | CCE, CCS, CCW
Nicolle Paradise Senior Director of Customer Experience ADP James Dodkins Founder and Customer Experience Rockstar Rockstar...
By Kathy Egan, Manager, Merlyn Customer Support Services, Merlyn Showering | Jul 26, 2018 | CCE, CCS, CCW
The future of Customer Experience is ambient. As an organisation, the thinking culture must be: How do we make our customers lives easier and easier each day? How do we measure and assess the experience our customer has in order to understand if we are easy to do...
By Terry Blankenship, Customer Engagement Technology Leader, The General/American Family Direct | Jul 26, 2018 | CCE, CCS, CCW
Henry Ford was a late-bloomer – he only started his rounds of innovation and visioning the future of gasoline-powered vehicles when he was 33, a decade behind Edison who gained major traction in so many of his defining pursuits at 22. Yet one morning, Ford...
By Nate Brown, Senior Director of Customer Experience, Arise Virtual Solutions, Incorporated | Jul 26, 2018 | CCE, CCS, CCW
It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with the process of issuing surveys. When we consider today’s customer, and the methods by which they exercise their voice, this is a major...
