John Ernsberger

Service Recovery: Brands Benefit by Proactively Making It Right

What if you hung up the phone after a frustrating call into customer service, only to get a call back an hour later from...

A Reality Check About AI in Contact Centers

A few weeks ago Google announced the beta rollout for its new enterprise product: Contact Center AI. The announcement was met with a flurry...

Micro-Coaching: A Growing Trend in Contact Centers

Imagine meeting with your supervisor, and she brings up a performance issue you had several weeks ago. You can barely recall the interaction, but...

How to Engage Remote Customer Service Teams

Last month, Amazon announced plans to hire more than 3,000 customer service representatives. These roles would offer $15 an hour for pay, provide overtime,...

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