Can Support Systems be Trained to Speak “Customer”?

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Speaker Training

Imagine how happy a mobile service provider (MSP) would be if instead of a customer calling in to complain “I’m having trouble with YouTube” they simply said “The video queuing mechanism on server SW-304 is overloaded.” The company could just fix the problem instead of transferring the call to an engineer to manually sort through […]

Customer Service Automation: Do it Right!

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Customer Service

OK, I get it. You put in an automated interactive voice response (IVR) system because it saves you time and money. Fewer agents needed to answer calls. Some of my basic questions answered without me needing to wait for a live person to help me out. You can shoot me over to the right department. […]

Customer Service: It’s All About Love

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Love

Are you including love in your customer lexicon? If not, maybe it’s time you started to. I just returned from Genesys G-Force in Boca Raton, FL. Once again, the Genesys team produced an excellent event for their customers and partners. A central theme this year was about establishing a one-to-one relationship with customers. The critical […]