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…....
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...
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...
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...
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...
by Sales Roadmap | Feb 22, 2020 | Operations Management
“Small steps to create urgency have a massive impact.” This statement really caught my eye in a recent blog post from Piper Harris, an Atlanta, GA based leadership coach. As someone who is naturally action oriented, I have a radar that flashes when I observe a lack...
