David Burnie shares a post from his company’s website that explains how chatbots are transforming financial services and insurance. “Why use chatbots? Customer expectations are constantly evolving, and the tech-savvy generation is increasingly looking to resolve queries on their own. In addition, there is a continually growing expectation for round-the-clock customer service. These consumer preferences are fueling the growth of technology solutions such as chatbots. When deployed efficiently, chatbots effectively reduce operational costs while providing 24/7 interaction with the customer….

  Stephen Wunker shares a post that identifies how the pandemic has presented aggressive businesses with an opportunity, and why the key to success lies in customer service.  ‘Consumers don’t trust real estate agents,’ says Jimmy Mackin, whose business is selling software to…real estate agents. He continues, “There are minimal requirements to become a licensed real estate agent. The industry tends to attract the get-rich-quick crowd.” How could someone with such a dire assessment of an industry make his living…

  Amanda Setili draws attention to the problems that arise when there is not a process in place to understand evolving customer needs and develop new offerings to meet those needs. Have you ever been on a team that has spent weeks trying to solve a problem, and then one day it dawns on you that you are each trying to solve a different problem? To illustrate, imagine a company whose leadership is frustrated by their lack of growth, so…

  From David Burnie’s company blog, a post that identifies how COVID-19 has impacted contact centre benchmarking and offers three key considerations to improve the benchmarking situation. Now more than ever, contact centre benchmarking is crucial to understanding performance, and assessing and improving the quality of service provided to customers. The COVID-19 pandemic has radically shifted the way contact centres operate, and by extension, benchmarking measurements considered meaningful pre-pandemic are now less important – or carry no importance at all….

  Bernie Heine shares four tips on how to make your customer service stronger.  No matter what your business is all about, customers are always at the core of it and should be your top priority. If the majority of them are happy, you’re much more likely to build credibility and bring in more business. Some research has shown that almost 80% of the customers are very likely to recommend a company to a friend if they had a pleasant…

  Luiz Zorzella shares an article that identifies key insights for improving a service team’s performance and results. If your firm is organized around service teams, you may find that understanding and managing their contribution is difficult. It is not easy because it depends on several logic leaps that sound intuitive but are opaque. For example, you may set goals and even reward them for keeping the clients in their portfolio happy. You may achieve this through a combination of…

  Sean McCoy idenfities three common denominators behind unsuccessful commercialization efforts. After your Go-to-Market (GtM) strategy is designed and the planning is complete, it is time to move into execution. Implementation is when a strategy finally impacts the bottom line, which is why it is so vital to get the implementation right. Because Go-to-Market strategies are among the more transformational and comprehensive changes at a company, their execution is more complex, nuanced, and impactful, further increasing the stakes in implementation….