Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. And as we've turned to tech to solve our customer support problems, our internal service providers have fallen into disrepair.
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will turn even the angriest customer into a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0, and master customer rage for an insightful webinar on September 23rd. Tune in and learn:
- How to identify the key target transactions for both SLAs and empowerment
- The keys to making a solid business case for SLAs and empowerment
- The four steps for implementing SLAs
- A checklist for the seven components of a successful empowerment program
Wednesday September 23, 2020 11AM PDT, 2PM EST, 6PM GMT