Fonolo

FEBRUARY 26, 2019

The now famous study from Dr. Adam Grant found that call center employees at the University of Michigan who had the task of cold calling alumni to ask for money performed better when they got to meet scholarship recipients and speak to them first hand. Who should watch: VPs & Directors of Contact Centers.

Customer Service 77

Customer Service Contact Center Education Technology 77

Execs In The Know

OCTOBER 30, 2022

On October 24-26, Execs In The Know proudly welcomed approximately 200 leaders from across the customer experience (CX) spectrum to beautiful Coronado, California, for Customer Response Summit (CRS) Coronado. Keynote: CX Innovation at Amazon, the World’s Most Customer-Centric Company. Customer Shop Talk Highlights.

Innovation 52

Innovation Artificial Intelligence AI CX 52

Fonolo

APRIL 25, 2019

This simple question shifted this experience from “I can’t help you” to “We will solve this for you.” This positive customer service interaction resulted in a public recounting by this customer, who praised both the contact center representative and Singapore Airlines. VPs & Directors of Customer Experience.

Customer Service 104

Customer Service Contact Center Education Customer Retention 104