The Northridge Group

NOVEMBER 30, 2021

The voice of the customer provides valuable feedback and associates should be coached to treat all customer feedback, including complaints, as a gift. A customer who complains at a restaurant about poor service allows the restaurant the opportunity to remedy the problem. Treat feedback as a gift. Contact us to learn more.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

BlueOcean

APRIL 20, 2023

Before joining ONQ, I spent most of my adult life in politics and executive coaching. But one day, he came in the office and said that he had applied at Copa Airlines to be a flight attendant. He knew that I had been a triathlete and triathlon coach, so he asked if I would help him. Sean Hammerle (SH): You’re right.

Contact Center 62

Contact Center Coaching Airlines Customer Care 62

Connecting the Dots

OCTOBER 20, 2021

A customer delight forumla must be measured, analyzed, trained, and managed. Companies spend boatloads on diffusion of anger training and tough-call monitoring and coaching. How much time does your company spend on training and coaching simple calls that could become delight calls or chats?

Entertainment 62

Entertainment Coaching Airlines B2B 62

SharpenCX

MARCH 5, 2020

Only implement tech that helps you reach your customer and revenue goals. Watch Now: Learn how HotSchedules VP of Customer Care invested in new tech to fuel better contact center performance. Meet your customers where they are. Those ever-changing customer demands come with an evolving set of ways to reach out for help.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Netomi

JANUARY 5, 2022

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. . Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Serenova

OCTOBER 7, 2020

Total contact center conversation volume has i ncreased by around 20 percent from mid-February to March , with the most directly-impacted industries, such as airlines and hotels, experiencing call growth of 96 percent and 130 percent respectively. Video can humanize interactions for agents, as well as customers.

Call Center 52

Call Center Contact Center virtual call center At home agents 52