#29 Building a conversational service model - w/ Darko Popovic
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Capítulos
01 · Welcome to episode n°29
3s
02 · Darko Popovic introduces himself and his background
1m 21s
03 · A missing link in Digital Customer Service transformation journeys
3m 51s
04 · Are you keeping the human touch with the customer?
5m 41s
05 · The value of training and up-skilling for agents and team leaders
7m 11s
06 · Reframing the way to interact with the digital customer
8m 21s
07 · Darko on his Digital Customer Service journey at Multitude Bank
9m 31s
08 · The mission: making customer's lives easier reducing their efforts
11m 11s
09 · Customers don't want to get in touch with you (unless it's strictly necessary)
14m 25s
10 · Building up a new conversational service model
18m 9s
11 · Whatsapp for customer service: enthusiasm vs. resistances
19m 5s
12 · Be bold to innovate your mindset, then enjoy business results
20m 11s
13 · Don't delegate innovation only to tools
23m 31s
14 · When a chat bot kills customer experience
26m 11s
15 · Why spreading customer culture across all departments is key
27m 45s
16 · Customer culture works when it's a top-down commitment
30m 25s
17 · Why digital conversations don't lie about your customer culture
33m 11s
18 · Darko's take about the next 3 trends in Digital Customer Service
35m 10s
19 · Check out my new book 'The Power of Digital Conversations' >>
20 · Closing remarks - get in touch: paolo@customerserviceculture.com >>
Descripción
When it comes to Digital Customer Service you can't change things overnight. However, if you are a tenacious manager with a clear vision, purpose and goals, you can build up...
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| Autor | Paolo Fabrizio |
| Página web | - |
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