Shep Hyken interviews Christina McAllister, senior analyst at Forrester. She talks about the evolving role of AI in contact centers and how it enhances, customer service, human interactions, and deepens customer relationships without losing the human touch.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Quotes:
“There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.”
“The average handle time is not a customer experience metric. AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience. What’s more important is resolution and the quality of customer engagement, which ultimately leads to greater customer satisfaction.”
“What do customers care about? They care about resolution. They just want their issue resolved. Sometimes, they just want assurance that they have done things right and everything is taken care of.”
“The contact center is often the only place where your company is speaking to your customers one-on-one. However, companies are spending a lot of money on marketing to talk to customers and on customer service to never talk to customers again. There is something wrong with that picture.”
Christina McAllister is a senior analyst at. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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