He is an experienced Trainer and
On-Site Supervisor who has earned several certifications. These include the Certified Professional Trainer (C.P.T.), Certified Customer Service Professional (C.C.S.P.), and Modern Classroom Certified Trainer (M.C.C.T.). Combining his academic background in Commerce and Innovative Education and Teaching with practical experience, Mark is a valuable learning leader who boosts retention and productivity through proven teaching methods.
He provides expert coaching to agents
with empathy and skill and stays up-to-date with TrueMoney Database industry developments and advancements from his base in Indianapolis. RELATED HANDLE TIME AI IS DISRUPTING THE KNOWLEDGE MANAGEMENT SPACE. MORE SPONSORED POSTS Contact Center Pipeline BlogContact Center Pipeline Blog Verint CX Automation BLOG TOP INSIDE THE ISSUE MAGAZINE ABOUT Why Conversational Design is Essential WRITTEN BY REBECCA JONES Why Conversational Design is Essential A few years ago, only % of customer interactions relied on emerging technologies such as artificial intelligence (AI)-enabled chatbots, automated emails, and virtual agents, reported Gartner.
In , that number rose to more than
%. Customer preferences and tools that can Lead Phone Cases effectively execute the promise of voice-of-the-customer (VoC) strategies have contributed to the exponential spike. For background, VoC is the cumulative feedback a brand receives from customers at different touchpoints in their journeys. These touchpoints span various channels and interaction modes to accurately illustrate customer expectations, needs,
We’re doing pretty well. Our emails are very
good, but often too script and too slow. Our social mia response was pretty good, but we often ignor customers who were asking for help in our social channels. Or, we respond to their social posts by asking them to call or email us for help, which is not social customer care.
Our newsletter was great, but we were stretc
h to the point of servicing customers through other channels, sometimes even draining the newsletter’s energy (and staff). We push outgoing text messages well, but we don’t reply to incoming messages as well as we should. So, are we doing a good job of servicing our customers through written channels? We’re working hard, but we could have done better.
