Unlocking Customer Service Sharpen

Sharpen’s very own CTO, Kevin Schatz, joins us for the season one finale of Unlocking Customer Service. He shares how to build a project team, an implementation timeline, and get the functionality you need when investing in technology for your contact center. And, he’s talking about why employee and customer satisfaction metrics should be part of your project’s success criteria.

Contact centers are central to giving customers the best possible experience. Today, Meagan Thai, Director of Contact Center & UC Solutions for Telarus sits down to talk about the impact contact centers have on your business and where the industry’s heading. She's sharing what customers want from their contact center technology and dishing out top advice to help you plan your own customer service investments.

Justin Robbins, Chief Evangelist of the CX Effect joins us to talk about the costs of complacency in customer experience. When it comes to choosing a contact center and improving your customers’ satisfaction, there’s more to consider than just price. He’s sharing data from a new CX Effect report and giving company leaders the nudge they need to make customer experience investments a priority.

In this episode, Brennan McEachran, CEO and Co-Founder of Soapbox (now rebranded & called Hypercontext) sits down to give you a “state of” look at manager training. Most managers were promoted from their roles as excellent individual contributors, then never trained on how to be a good manager. Brennan is sharing how execs and company leaders can change that, and how managers themselves can take ownership over their on-the-job training and experience.

Cheryl Helm of Helm Communications explains what’s at the core of a good customer service strategy. Customer service leaders pour tons of time and energy into finding the right product mix and seeking out the right features for their customers. But shiny, new features can’t fix a bad strategy. Tune in as Cheryl shares actionable advice to fix your contact center strategy for a better customer (and agent) experience.

Sharpen’s very own Chief Data Scientist, Ric Kosiba, joins us to talk about how to get more from your contact center’s data. In this episode, Ric explains how your contact center leaders can validate and report on key pieces of your customer experience for a more predictable future. Share the episode with your CC managers and directors to help them simplify your data and show execs the dollar amount behind every decision.