How To Elevate Customer Service With A Focus On Effort, Empathy and Loyalty
According to a recent Pulse and CGS poll of executives, knowledgeable support teams (65%), first-time problem solving (59%) and quick resolution (50%) are the top three customer expectations when it comes to support. In a survey of two-thousand consumers, nearly 40% said having an “opportunity to speak to a human agent” was a top three requirement for having a happy customer service experience. Beyond just reaching a human 1/3 want to work with a friendly agent, ¼ want faster resolutions and ¼ don’t want to speak with multiple representatives.
So how do you demonstrate empathy and reduce customer effort in your service experience to improve customer loyalty?
In this session, CGS’s Steve Petruk, president of the Global Outsourcing division and Doug Stephen, president of the Enterprise Learning division, partner with Brian Cantor, Principal Analyst & CCW Digital Director to discuss how:
• Self-service and agent assisted support with Augmented Reality can foster more open communication, rapidly solve problems and build customer loyalty
• Automation and AI reduce effort and provide a more tailored customer service experience without becoming a roadblock for human intervention
• The right tools and agent training can not only reduce time from learning to production by 30% but lead to reduced call transfers and improved agent satisfaction
• “Actionable” data can improve productivity by 20% and improve net promoter scores
• Measuring effort, empathy and loyalty lead to more innovation, faster growth and improved bottom lines
Speakers
Steven Petruk
President, Global Outsourcing Division
CGS
Steven Petruk, who joined CGS in 2019, has more than 20 years of experience in IT, infrastructure and customer service. Steve leads the company’s highly experienced executive and global delivery team in the development and implementation of technology-based outsourced solutions. Prior to his current role, he served as Senior Vice President / Worldwide General Manager of Managed Services atToshibaGlobal Commerce Solutions. Before that Steve spent 17 years at IBM in numerous leadership and executiveroles, the most recent of which was Vice President, Enterprise Services, responsible for Integrated Communications, End User Services, ITS Consulting Practice and Data Center Service product lines in the U.S. Steve entered the Information Technology business in project management where he learned the art of selling through delivery excellence. During his career, he has leveraged that deep delivery background and deal making experience to deliver high-quality solutions to hundreds of clients generating well over $20 billion in company revenues. He is a graduate of the University of California at Northridge, and the University of Arkansas at Little Rock.
Doug Stephen
President Learning Division, Teamwork AR
COMPUTER GENERATED SOLUTIONS INC.
As President of the CGS Enterprise Learning and Channel divisions, Doug Stephen leverages his more than 20 years of experience consulting and partnering with Fortune 100 companies to scale employee engagement, operational performance, sales and growth globally. Doug is currently leading initiatives to scale and drive adoption of a proprietary, robust augmented reality (AR) solution, managing the research, design, consulting and technology teams. Introduced in 2019, The solution's technology is focused on changing the future of work and learning. Teamwork AR offers endless applications to amplify human performance and engagement in real time, anywhere. Teamwork AR is device and industry agnostic and has been used in retail outlets, medical settings, technology field services and manufacturing supply chains. Doug has spoken at various industry events including ATD TechKnowledge, EWTS and Field Service. He has also written articles and been quoted for such publications as CLO, Forbes, TrainingIndustry.com, Huffington Post and Information Week.
Brian Cantor
Principal Analyst, CCW Digital Director
CCW Digital
