The CPG Customer Service Rescue Plan
You're heading into your busiest sales period of the year. You put months (even years) of work into the big day. The success of your business is riding on this moment! Things start well, but then ***t hits the fan! Your customer service team gets overwhelmed. You assumed your regular-sized CX team could manage the load. Now there aren't enough people to handle all the calls, msgs and emails flooding in. Wait times balloon from seconds to minutes to hours. Social comments pile up unanswered. Email backlogs grow exponentially. Every year, we see numerous [...]
Product recall aren´t rare events
Imagine this...It's Friday afternoon and you've just learned one of your flagship products has a potential health risk. By Monday morning? Thousands of concerned customers will be calling, emailing, [...]
3 Green Flags to look for when outsourcing your CX
Outsourcing customer service doesn't have to mean losing your brand's identity. In fact, the right partner can amplify it. Here's how... When we visit clients and prospects, we’re not [...]
“You MUST do X” in Customer Experience
Every time I hear someone say "you MUST do X" in customer experience, I see the same reactions from business leaders: Nodding. Agreement. Implementation panic. Common responses I hear: [...]
The contact center world is drowning in metrics
The contact center world is drowning in metrics. Average handle time. Service levels. Disposition codes. Customer satisfaction scores. Net promoter this. Effort score that. Let me be blunt: It's [...]
