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 the same customer service team to try to make things right? Would you be shocked? This latest trend in customer service...

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 of media activity, with many reporters citing statistics about increasing AI adoption. Google isn’t the only one; many companies are...

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 from what you remember, your supervisor doesn’t have the right context at all. Since you can’t quite get into the...

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, and allow workers to qualify for healthcare coverage after 90 days of employment. But perhaps the most enticing news of...

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