Congratulations. You’ve decided to prioritize agent experience as a key driver of customer success. This move positions your business to unlock the one true secret to a better customer experience: equipped, empowered, and engaged agents. Now, where do you begin? The genesis of this proactive change program is in prioritizing improved collaboration.
Research is clear: customer service is one of the biggest drivers of customer loyalty. In fact, 78 percent of U.S. consumers say customer service is important to loyalty, according to Netomi’s State of Customer Service 2020 report. Increasingly, customers expect support that is fast, personal, and effective. To deliver the experience that customers expect, companies are adopting AI to provide immediate resolutions that bring customer delight and business value.
Your February roundup of new integrations has arrived. And since February is the month of love, here’s what we love about this month’s incoming integrations.
Each day, we all communicate using a diverse range of methods to share our ideas, thoughts, emotions, and opinions. Communication is a beautiful thing that’s at the core of who we are. But it’s also very complex, and the threat of miscommunication is constantly looming. In fact, Dale Carnegie (the author of How to Make Friends and Influence People) stated that 90% of management problems are caused by miscommunication.
Customer expectations are higher than ever before, and your customers are scrutinizing your business more intensely than ever. They’re comparing their experience with your brand to the easy, fast, and personalized experiences they’re having with the best of the best. And it’s these customer-focused businesses that get to reap the benefits of renewed loyalty and competitive advantage.
Not long ago, handle time was the chief measure of customer support agent productivity. Managers optimized everything they could to lower costs (that is, time spent) by speeding up their teams’ calls. This, according to management consultants at Bain & Company, is what leaders do to make teams more efficient. Efficiency is producing the same with less. Productivity, by contrast, is producing more with the same.
With the upgrade to React Native 61 came the prospect of substantially improving performance of our Android app. How? Through the use of Hermes, Facebook’s new JavaScript engine. To say that we were excited is an understatement. And with that excitement came curiosity: How is this new JavaScript engine achieving performance boosts?
Grant Thornton is one of the world’s leading organizations of independent assurance, outsourcing and advisory firms, focused on making a difference to their clients and colleagues, and the communities in which they live and work. In Grant Thornton Baltic, they have more than 260 experienced specialists, 15 local partners and serve more than 2600 clients.
Design Sprints are tricky enough with everyone in one room. How can they be done remotely? We’re here to share our proven framework, used dozens of times at JustMad. Note: We assume you’re familiar with the four-day version of the Design Sprint. If not, go ahead and check out this article. We’ll wait!
In most organizations, the highest-performing sales reps are eventually promoted to management. But being a manager is a much different job than being a rep. You can be at the very top of your trade, but that doesn’t necessarily make you a good leader. I experienced this firsthand when I moved into management. I was good at sales, but I wasn’t really good at leading. You’re not taught that it’s a completely different job that operates in a gray area every single day.
