To consistently meet or exceed customer expectations lover time, the customer service bar needs to be raised. How do you do that? What has your organization tried that has/has not worked? Do you measure just transactions, or do you look at the entire customer experience?
Read the recap for ideas from last week's chat, and then keep the conversation going on HDIConnect!
Join us again this Friday, October 14, for our next #HDIchat (topic: skills-based routing and intelligent swarming)!
Roy Atkinson is HDI's senior writer/analyst, acting as in-house subject matter expert and chief writer for SupportWorld articles and white papers. Roy is a member of the HDI International Certification Standards Committee and a former facilitator of the HDI Desktop Support Advisory Board, as well as cohost of the very popular #custserv (customer service) chat on Twitter. Roy's a certified HDI Support Center Manager, and he studied advanced management strategy at Tulane University’s Freeman Graduate School of Business. Find him on Twitter @HDI_Analyst.