adopting-a-one-to-say-yes-two-to-say-no-policy-in-the-contact-center 
Customer Service Life
NOVEMBER 18, 2020
I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” ” Of course, it was on Shep Hyken’s blog some seven or so years ago. At its core is the guideline that if an employee is empowered to do so, they may say yes to a customer.
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. There are various schools of thought on how granular a journey should be.
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Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. There are various schools of thought on how granular a journey should be.
Kerry Bodine
JUNE 5, 2019
Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. There are various schools of thought on how granular a journey should be.
Comm100
NOVEMBER 8, 2017
This blog post will take you through a series of good customer service skills that you should look for when hiring live chat agents, and will give you some tips on how to spot these skills in your candidates. Wait… hang on… my order number is here somewhere. Sometimes customers ramble on and take a while to get to the point.
Comm100
NOVEMBER 23, 2020
As important as help desk ticketing software is, it can be hard to find the right one. Our methodology If you’ve ever shopped on Amazon, you’ll know why reading the latest customer reviews is important: products can change vastly from one year to another. This starts with a good help desk or ticketing software.
Comm100
SEPTEMBER 7, 2017
Whether you are bringing aboard new live chat agents or setting up your live chat dream team for the very first time, you want to make sure that you are hiring agents that will have a positive impact on your team and your customers. In your opinion, what makes for great customer service? Download Free.
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