In this episode, Angus and Pete talk to CX Insider Dan, a seasoned expert in contact centres and customer experience operations management. They discuss the evolution of customer service, especially in the post-COVID landscape. They explore the challenges faced by customer service operations, the impact of data transparency, the importance of agent wellness and the role of leadership in fostering a supportive work environment. Dan shares valuable insights on how businesses can improve their customer service strategies by understanding employee needs to drive performance.

You can see more about Dan, read his articles and contact him here: https://www.linkedin.com/in/piperdaniel/

Takeaways

• The COVID-19 pandemic has drastically changed customer service expectations. It’s made customers less demanding, and many businesses are still hiding in the customer service fog of the pandemic.
• Data transparency within businesses is essential for making challenges visible and gaining stakeholder support.
• Agent wellness is crucial for maintaining effective customer service operations.
• Performance in customer service is driven by behaviour, not data.
• Technology should enhance human interaction, not replace it.
• Leadership must be involved in fostering a supportive work environment.
• Don’t even think about throwing technology at a problem before you have optimised your processes and your people.

Keywords

customer engagement, CX, technology, analysts, customer experience, AI, market trends, industry insights, innovation, business strategy