Happy May the Fourth! Star Wars Day! An international (intergalactic?) holiday. May the Fourth be With You! And also your employees. Let's put them first so they can put the customers first.

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Second episode recorded and released in the same day!? I must be incredibly hyper-caffeinated. 

I sat down with Magda from Rooter Hero, a plumbing company in California (that I also work for), and we talked about the Community Outreach division called Hero Helps.

Community Outreach is great for branding, for footprint, for employee engagement, sure. It's also the right thing to do.

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AI, the contact center, and the customer.

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This one is a bit Trades-Centric but that's okay. Replace CSR and DSR with anything you choose. 

Should Customer Service Reps and Dispatchers be in the same building, let alone the same room, or god forbid the same person?

Listen and find out.

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While negative reviews should be minimized (by fixing the experience in the experience when things get wonky) they are unavoidable. Here is why they could possibly a good thing. 

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You're only as good as the third parties you use.

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According to a report released by ZenDesk, Customer Experience is at a 17 Year Low. Wow. Why? Let's talk about it.

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https://cdn2.assets-servd.host/paltry-coyote/production/exports/03c2790399056e1b064267b588518446/zendesk-cx-trends-2022-report.pdf

Transparency is one of the most important things you can offer your employees AND your customers.

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How to open the OTTER Gate using the 5 Keys of CX

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Why are some questions harder to ask for a CSR than others? For example: email addresses. Today, we address that issue.

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