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Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

SEPTEMBER 28, 2018

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.

Customer Service

Customer Service Front-line service Scripts Contact Center

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

APRIL 21, 2017

One of the things that I read in The Washington Post was an interesting article about how local retailers here in the Washington D.C. I knew personally, I’ve gone through my own fits of rage from time to time with products or services. But whenever I call a contact center now, I dread it.

Customer Care

Customer Care Scripts Front-line service Contact Center

Webinars

Manual Call Reviews? There's a Better Way!

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Customer Contact Central

Serving as a Real Kitty: How to Give Authentic Customer Service

Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Webinars

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