Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
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Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
S1 Ep 19 | CX Insider: Dan on Service Levels & Perils
The Angus & Pete Show CX Podcast
40 minutes 50 seconds
7 months ago
S1 Ep 19 | CX Insider: Dan on Service Levels & Perils
In this episode, Angus and Pete talk to CX Insider Dan, a seasoned expert in contact centres and customer experience operations management. They discuss the evolution of customer service, especially in the post-COVID landscape. They explore the challenges faced by customer service operations, the impact of data transparency, the importance of agent wellness and the role of leadership in fostering a supportive work environment. Dan shares valuable insights on how businesses can improve their customer service strategies by understanding employee needs to drive performance.
You can see more about Dan, read his articles and contact him here:https://www.linkedin.com/in/piperdaniel/
Takeaways
The COVID-19 pandemic has drastically changed customer service expectations. It’s made customers less demanding, and many businesses are still hiding in the customer service fog of the pandemic.
Data transparency within businesses is essential for making challenges visible and gaining stakeholder support.
Agent wellness is crucial for maintaining effective customer service operations.
Performance in customer service is driven by behaviour, not data.
Technology should enhance human interaction, not replace it.
Leadership must be involved in fostering a supportive work environment.
Don’t even think about throwing technology at a problem before you have optimised your processes and your people.
Keywords
customer engagement, CX, technology, analysts, customer experience, AI, market trends, industry insights, innovation, business strategy
The Angus & Pete Show CX Podcast
Call centre. Contact centre. Customer engagement. Customer service. Customer experience. CX. Whatever you’re calling it this week, we take a good, hard look at the technology ”supply and buy chain” to uncover what vendors, resellers, analysts, consultants, adopters and users get up to.
Industry veterans Angus and Pete discuss the realities, motivators and challenges of the tech eco-system to help sellers be better sellers and buyers be better buyers.
Views and opinions are strictly those of the presenters and their guests and should not be taken as advice (goodness knows, we’re not qualified to advise you about anything) nor as representing any third-party.
