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Top Takeaways:


“Machine learning is not an option in customer service anymore. It is a requirement.” “Customer support and contact centers have shifted from being a cost center to being a profit center. It’s how you retain and grow a customer base.” “We need to look at what we’re asking agents to do and start removing the clutter and simplifying the process of how we help people help people.”


Cameron Weeks is co-founder and CEO of Edify Labs. He guides the team to think and act differently when it comes to changing the way companies connect with their customers and employees interact with each other. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. What is the difference between multichannel and omnichannel?
  2. How can AI improve my customer service?
  3. Can I use information and data from customer support centers?
  4. How can I create a better customer experience?
  5. How does the employee experience affect the customer experience?

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