issues 
The Belding Group
MARCH 1, 2022
How to Deal with An Employee With Authority Issues If you’ve ever had to deal with an employee who has problems with authority, you know how challenging it is. These are employees who are convinced that they’re quite good at what they do, and that you, the boss, are pretty much a moron. If […].
CX Accelerator
FEBRUARY 6, 2019
It was "Next Issue Avoidance" and how support leaders are bringing this critical concept to life. For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. It means resolving the customer's implicit issue(s) as well as their explicit issue(s).
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Adrian Swinscoe
FEBRUARY 25, 2022
The post Customers know how to solve data, privacy and AI trust issues. In early December, Cogito published some new research designed to capture consumers’ understanding of artificial intelligence (AI), their overall perception and utilization of it, and any […]. Brands should listen to them first appeared on Adrian Swinscoe.
Customer Service Life
NOVEMBER 10, 2022
A customer contacts us with an apparent product issue. Before reporting to engineering we get a sense of how many customers are impacted by the issue. Upon realizing the wide impact, the question that inevitably arises is: How did it take the customer support team so long to discover this issue?
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This dramatically increases the chances of one customer tying up multiple agent-assisted channels and puts even more pressure on businesses to respond quickly and resolve issues on the first contact. At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company.
Customer Think
JUNE 14, 2023
Understanding Critical Business Issues (CBIs) can make the difference between successfully closing business vs wasting your time with No Decision outcomes. If you are unfamiliar with Critical Business Issues, you may want […]
Customer Think
NOVEMBER 15, 2023
This is why a framework for addressing customer service issues is crucial. Kaushik Excellent customer service is an art, but even works of art require a structural foundation to come to life. It provides a clear, firm channel by which employees, novice or experienced, can successfully apply their unique perspectives and […]
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls.
Speaker: Liz Love, Chief Commercial Officer at ProdPad
Product feedback helps you build what your customers want most while simultaneously providing a solution to the aforementioned issues. Join Liz Love, Chief Commercial Officer at ProdPad, as she details how product feedback can mitigate these issues and improve your product development process.
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Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders surveyed believe their companies make it easy for customers to resolve issues. JUST RELEASED! Only 66% of customers agree.
Speaker: Megan Burns, Founder and Principal of Experience Enterprises
This talk explores the functional and psychological roadblocks that keep others from embracing CX even when they think it's important and offers practical guidance on how to break through those barriers so the whole company takes an active role in pursuing CX goals.
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