Leadership
13.09.2024
Anne-Sophie Engert, Head of Customer Care and Conversion at Sonova, stresses why…
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Candace Wallace, Chief Customer Officer at Relias, discusses the importance of putting the customer at the center of contact center scaling and the role of self-service in meeting customer needs. She emphasizes the need for personalized experiences based on data analysis and customer feedback. Wallace also explains why downward trends in metrics like CSAT can be beneficial when focusing on complex issues that require live agent assistance.
Video's length
Introduction to Candace Wallace
Full Podcast Episode
Essential Strategies for Contact Center Growth
Rethinking KPI Standards: A Necessary Shift?
Real-time Data Drives Self-Service Success and Revenue
Balancing Tech & Human Touch in Customer Service
Agent Satisfaction: A Key to Customer Experience Success
Balancing Agent Satisfaction, Culture, & Turnover Dynamics
Adapting to Customer Needs: A Digital Age Success Blueprint
KPI Standards
Data & Revenue
Your average spend may go up when you consider per agent because the reality is that when you remove the low-complexity items, all that’s left is highly complex. So, you probably need more complex skill sets and competencies than before.
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