Secrets To Contact Center Success
A Smarter Way to Improve Your Organisation’s Customer Service and Experience - with Alex Mead
Alex Mead is the Chief Customer Service Experience Director at a start-up digital bank in Bahrain.
With 20 years experience in this role at organisations across multiple industries, Alex has discovered many organisations have got fundamental parts missing from their customer experience equation, leading to poor outcomes for customers.
He’s developed a framework in response, which when implemented, is the secret to customer service success.
Today, he shares what it is.
You'll Learn:
The industry change that happened more than a decade ago which has compromised customer service experience ever since (01:29).
The 2 very separate parts of customer experience which have been forgotten (02:40).
The outdated view that many leaders have of customer service (04:22).
What Alex’s ‘EPIC’ framework stands for, which includes what organisations should always provide to customers in their service experience, but is commonly missing (05:24).
What your agents require to deliver on the needs of customers, which is summarised by Alex’s ‘TIME’ framework (07:58).
Why customer effort is king when it comes to world-class customer service (09:47).
What Alex is putting in place in his current role, to ensure it’s seamless for customers to move from self-service to talking with an agent (11:31).
Why most chat bots aren’t providing the level of customer service they could, and what to do about it (12:45).
The one (controversial) thing Alex recommends organisations do to improve the customer service experience they provide (13:20).