The massive impact of Covid-19 on call centers and customer support teams must drive a significant call to action for leaders of these organizations. In particular, there are three actions every customer operations leader must consider. The Employee Perspective Call centers in certain industries have been deemed “essential” by the Department of Homeland Security. Employees of these call centers are expected to risk their own health, and the health of their families, by coming to work. If the employees do not come to work, they may face repercussions, up to and including termination. This, at a time, when having health insurance is critical. Writer HamiltonRead More →

I recently attended a webinar called “The future of AI (artificial intelligence) in customer service”.  Experts at both Zendesk and Netomi presented their research findings and answered questions from the audience members. This webinar intrigued me. So, I went on to study the impact of AI on customer experience across industries and solutions. This blog recaps my key takeaways. What is AI in customer service? When people think about AI, they often think of Amazon’s Alexa or Apple’s Siri. Can Alexa or Siri help you with your NPS scores? Maybe! Let me define AI in the customer service realm. In simple terms, artificial intelligence automatesRead More →

Many things change, but there are some things that stay the same. One thing that has not changed is the fantastic customer experience that GoDaddy, the internet/web browsing company, provides. Back in 2011, yes 8 years ago, I wrote a blog post titled, “Why I love Go Daddy technical support.”  The romance has continued to grow, and I am now using more of their products and spending more money annually, as a result. The underlying reason that the GoDaddy customer experience stands out, is all about their people.  If you research 2019 customer experience trends, you will read a lot about non-peoply things like chat-bots,Read More →