Digital Customer Service Conversations That Sell – What You’re Probably Missing - with Paolo Fabrizio

Paolo Fabrizio is a Digital Customer Service consultant.

He’s been in the contact centre industry since the mid 90’s, and as been focused on helping companies improve their digital channel customer service for the past 7 years.

Today, he shares what’s stopping your agents from providing the best digital customer service.

Paolo’s Top Tips When Adding Digital Channels:

Introduce one digital channel at a time, ensuring you have the staff with the necessary skills for each (32:15).

Once you get results with a new digital channel, market the results within your organisation, so you get buy-in from your colleagues (33:49).

You'll Learn:

Why having the right company culture is far more important than the digital platforms you use (03:26).

The common mistake Paolo sees organisations in their adoption of new digital platforms (04:52).

Why good agents in your phone and email channels might not be the right people to provide digital customer service, and what to do about it (06:18).

The 2 essential skill sets that agents need to be equipped with to master digital customer service (08:06).

Why getting rid of scripts for agents will be crucial for you to separate your organisation from your competitors (12:15).

The approach Paolo is seeing contact centres take to make the cultural changes necessary to meet customer expectations (14:05).

‘The Blockbuster risk’ which could make your organisation obsolete, and what to do about it (17:55).

The new skillset Team Leaders need, if they’re to effectively manage agents in digital channels (20:10).

The framework Paolo uses when he assists clients to improve their digital customer service (26:19). Get his e-book which covers the framework at https://customerserviceculture.com/en/resources/#ebook

Full show notes: https://bravatrak.com/paolo-fabrizio-podcast 

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Get your copy of Paolo’s e-book, Digital Customer Service Personas: The skill-set model for Digital Customer Service Assistants

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