When you think about improving the customer experience, the back office might not be the first thing that comes to mind. After all, most customer-facing interactions happen in the front office. But without the speed, efficiency and quality of effective back office operations, your front …
Super Agent Erica
Aspect's brand ambassador, charged with helping companies create remarkable customer experiences, one interaction at a time.
Emoticons make their way into customer service :-)
One of the first things agents learn in customer service training is to say “My pleasure” instead of “No problem.” Contact centers spend countless hours training agents to communicate in a way that resonates with customers:
Be polite
Be kind
Be helpful
However it might be time add one …
Pranking Your Customers: 8 Worst-Practices to Avoid in the Contact Center
Every April Fool’s Day, there are actually scores of grown adults out there acting like children and sneaking sugar into the salt shakers while the rest of us are walking around on edge dodging these yahoos and looking twice at every toilet seat (because you …
INFOGRAPHIC: Six “Super Agent” Customer Service Resolutions for 2015
Hey, it’s Erica! Greetings from the “agent” side of the customer experience!
If you’ve been following me on Twitter or Facebook this past year, you know how much of a blast I’ve had giving shout-outs to my fellow agents and businesses who are going above and …