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10 Key Tenets For Customer Self-Service Success

10 Key Tenets For Customer Self-Service Success

by Sales Roadmap | Aug 26, 2020 | Operations Management

Customer support self-service has been around for many years, but in 2020 is more important than ever before. As Gartner states in its article, “5 Customer Service Tech Trends in 2020”, Self-service is king. Some of the drivers of self service royalty include…....
Do Generalists or Specialists Win in 2020?

Do Generalists or Specialists Win in 2020?

by Sales Roadmap | Jun 21, 2020 | Operations Management

Over the past 5 years I have had the opportunity to volunteer at two different animal rescue organizations. They both have the same ultimate goal, which is to save the lives of animals. However, their volunteer executions plans are vastly different. This is because...
3 Tips For Managing Customer Experience In a Downturn

3 Tips For Managing Customer Experience In a Downturn

by Sales Roadmap | Apr 18, 2020 | Operations Management

This week I had the opportunity to attend the webinar “Managing Customer Experience In a Downturn”, led by Bruce Temkin, the head of the CX Institute for Qualtrics. I recently joked that if Bruce Temkin had a fan club that I would be one of the first members! His...
Call To Action: 3 Musts For Call Centers & Covid-19

Call To Action: 3 Musts For Call Centers & Covid-19

by Sales Roadmap | Apr 1, 2020 | Operations Management

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...
Resources to Manage Customer Support in the Midst of Covid-19

Resources to Manage Customer Support in the Midst of Covid-19

by Sales Roadmap | Mar 21, 2020 | Operations Management

If you are leading a customer support team in the midst of Covid-19 you know that the show must go on. Regardless of the pandemic, customers still need their software to work, their hardware to process transactions and the cloud services to be available. The...
3 Ways AI Will Enhance Your Customer Experience

3 Ways AI Will Enhance Your Customer Experience

by Sales Roadmap | Mar 11, 2020 | Operations Management

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...
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