Customer Service Videos

Canadian Tire Bank

Holly Abbot, Associate Vice President Customer Support

VSP Vision

Joshua Dart, Director of Customer Experience

Webinar: Establishing Goals to Improve Performance

Many managers can relate to the statement, “The metrics that Agents are held accountable to, improve.” With this in mind, it is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.

Webinar: Service Recovery At Its Best

An effective call escalation process can avoid many of the additional calls the contact center receives from customers whose issues are not resolved on the first call. At the same time, the contact center can improve overall customer experience (CX), reduce operational costs, and retain the organization’s customers.

Webinar: Call Handling Behaviors That Work

At the heart of world class customer experience is the way in which CSRs handle calls. Contact center managers know that CSRs must have the necessary product, service, and technology knowledge, but just as important is their ability to handle calls to ensure call resolution and provide world class customer experience.

Webinar: Survey Methodology Best Practices

Organizations conducting post-contact surveys to understand customer experience (CX) are more likely to improve CX than organizations using only internal metrics. A best practice for gathering feedback about a customers’ experience when resolving an inquiry or problem is through the survey process.