Interviews

How to implement chatbots with purpose: an interview with 4 CC experts

How to implement chatbots with purpose: an interview with 4 CC experts

In today’s fast-paced, swipe-right, instant messaging world, customers expect the efficiency that they’re used to accessing in everyday life to be just as prevalent when communicating with brands, products and services.

In the lead up to the 2019 edition of Customer Contact Week Europe, we asked four industry experts for their advice on introducing chat bot technology into your service offering. Together, they explore the importance on doing so with purpose as well as how to use this as an opportunity for human agents to provide a more value-adding customer service experience.

How to Create a Culture of Listening - An Interview with Audible

How to Create a Culture of Listening - An Interview with Audible

What does it really mean to listen? In the world of customer contact, never has it been more important to create service experiences that resonate with the customer on a genuine, human level. In conversation with Tom Vickers, UK Customer Service Country Manager for Audible, we explore how the audio entertainment brand is creating a culture that enables its agents to initiate and engage in natural interactions through the art of listening. Download this exclusive content piece to uncover:

  • How, as an Amazon company, Audible makes its ‘customer obsession’ a reality
  • How Audible’s agents are relearning the rules of  customer interaction in favor of a human-centric approach
  • How to bridge the cultural differences that can occur with the use of offshore customer contact centers
  • Why traditional KPI’s should be exchanged for more subjective measures of success