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How many times has your boss or manager said the call center was not servicing properly and that the NPS and CSAT scores were too low!  It has to be poor service in the call center right?

WRONG!

With so many ways that customers can interact with an organization, most times the call center can only triage a poor experience that a customer had had with a product, delivers, website, service model...They are not the root cause.

In this episode, we talk about customer journey mapping and finding the actual causes to customer issues.

This episode will begin getting down the path of being proactive and explaining not just that issues are happening but WHY!

(This is why speech analytics is soo important as well!)

Join our call center geek texting community!  Totally free.  Get exclusive call center ops content and a way to ask questions directly to Tom! Text "Journey" to 814.247.0366

The "Advice from a Call Center Geek!" podcast is sponsored by Expivia Interaction Marketing, a leader in USA call center/customer service outsourcing.  Check Expivia out at www.expiviausa.com

Text me: 814.247.0366
Follow me: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
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Watch us: Advice from a Call Center Geek Youtube Channel

 Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services. 

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges. 

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy. 

Click here:

expiviadigital.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
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Watch us: Advice from a Call Center Geek Youtube Channel