Customer service training has historically been focused on soft skills - teaching reps to be polite, warm and empathetic to customers. But as our research
Posts tagged as “Customer Service”
Are You Expecting an Effortless Black Friday?
Nov 9, 2020Ahhh, Black Friday. A day that historically kicks off the holiday shopping season with massive discounts and corresponding massive crowds. For our non-US readers who
Last year, I had a bad customer service experience. It was a months-long struggle to receive a refund on a very beautiful and very broken
Work-from-home programs have long been popular in contact center organizations for numerous reasons (employee engagement and business continuity, to name two). As a result, Challenger’s
Still Waiting for the Elusive Return to “Normal”: Fourth Service Leader Pulse Survey Results
Sep 14, 2020As we wind down the summer, the Effortless Experience team at Challenger deployed our fourth pulse survey to service and support leaders to continue our
Why Effortless Experience™? – From the Client Angle
Aug 31, 2020When we talk to new companies about what our best clients believe about an Effortless Experience Journey, we share some common themes: We have a
So You Think You Can Change?
Jul 30, 2020Think about the last time you tried something new. Most likely, you felt excited, but also a bit hesitant. Whether it’s a new food or
Being the Best Virtual Coach You Can Be
Jul 28, 2020Being a successful coach is tough. Being a successful coach when you are working from home can be even tougher. No longer getting to see
As customer service and support leaders continue to react to and manage through the COVID-19 pandemic, it is becoming increasingly apparent that disruptions to the
In my previous post about the contact center industry’s response to the global pandemic, I noted the remarkable shift to work-from-home. This is different than