How to Create An Accessible Call Center
Imagine your agents providing stellar customer service to only 75% of your
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And when we disagree…
The hallmark of a resilient, productive and sustainable culture is that disagreements aren’t risky. When someone cares enough to make an assertion and show their work, a healthy organization or society takes a look. The alternative is the brittle, closed culture of talking points, loyalty oaths and unquestioned status quo. It might be a neighborhood […]
The Association
You have competition, but you might be wrong about who they are. The freelance wedding photographer can easily imagine that the other professional photographers in town are the ones to beat. The romance author might imagine that the other romance authors are competing for shelf space and sales. I could give the cold shoulder to […]
Journey Builder Feature
Player behavior can be defined as the features of players that cause them to behave in a certain way. In the upcoming sections, let us dive deep into player behavior. This article will also discuss the many factors that impact player behavior and a fascinating feature by OptiKPI called “Journeys.” Read more on what does customer journey mean
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Startup costs
It’s typical to include machines, rent, stationery, all that stuff. But the real startup costs are the missteps, errors and learnings that every new project goes through on the way to success. They’re not mistakes. They’re part of the deal.
Online research platforms: a guide to generating customer feedback
Online research platforms are exactly as they state on the tin. If you want to find out how your customers, or even employees, are feeling, it’s time to bring this in. These platforms are crucial for gathering essential information and insights. They can reap great rewards for the business. A key element of business research…
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Why proactive customer service is crucial during the cost-of-living crisis
Britain’s cost-of-living crisis is worsening. Many consumers are left wondering how they will manage soaring bills as the cold months draw closer. Earlier this month, the UK’s Big Six energy firms urged customers to contact them ahead of the winter. This would be to discuss support packages for easing the burden of price hikes to…
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From insight to action: the importance of your customer service
Last year, complaints about customer service were at record level. Poor service negatively impacts a company’s image and, ultimately, its business outcomes. It can also make headlines – not all publicity is good publicity. Companies should continually focus on their reputations. Customer service at the heart of the business’ success Take Uber, for example –…
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Three strategies of humanising the patient experience
We are now living through a new era in the post-pandemic age; one that’s been coined “the new normal.” Used to describe the long-term consequences of COVID-19, this new phase has brought about: nursing shortages; supply chain issues; and — most often overlooked — changes in healthcare consumer needs when it comes to the patient…
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Five true statements we don’t hear very often
It’s a shame, because it would help us do a much better job of bringing ideas to people: “I don’t care enough to do what you’re asking.” “I don’t trust you enough to hear you out.” “I don’t believe it’s worth what it will cost in time, money or risk.” “I’m afraid of the changes […]