People — not process and technology — have the biggest impact on customer satisfaction. Improve your people’s soft skills and you can substantially improve the customer experience.
Home : soft skills
This is how to prove you value customers
Want customers to understand how much you value them? Forget the generic thank-you, and do this instead.
Will automation replace the customer service rep?
A growing number of companies will try to replace front-line service professionals with automation. Will they destroy the customer experience in doing so?
4 signs an agent doesn’t care anymore
Some people show up for work, but their hearts aren’t in it anymore.
Stupid or rude – what upsets customers most?
As a contact center leader should you spend more time training on soft skills or on products and services?
