21 min
Secrets to Customer Support Success - with John Kelly and Jessica Voss Secrets To Contact Center Success
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- Management
John Kelly is the Chief Revenue Officer at SupportLogic, while Jessica Voss is responsible for Enterprise Sales.
They have over 50 years’ experience between them in the tech side of contact centres and support services, and keep abreast of the latest trends. They know exactly what technology is needed to reduce escalations, customer churn, operational expenses, and lift customer satisfaction.
Today, they share their secrets to customer support success.
You'll Learn:
How to predict escalations and prevent them ahead of time (02:43).
The goldmine of information you have sitting in your contact centres, which is probably going untapped (04:33).
How to optimally prioritise the order in which tickets and cases are handled (08:21).
A nightmare example of what can happen when you leave it up to agents to escalate support cases (08:57).
How escalation prediction can reduce escalations and customer churn, while improving CSAT, NPS and employee retention (13:00).
How to get a far more accurate gauge of customer satisfaction, when your CSAT survey response rate is probably 15% or less (16:40).
Why customer satisfaction is dead (19:34).
See the full show notes
Get your free ‘support whisperer’ shirt from Jessica, by emailing her at jessica@supportlogic.com
Connect with John and Jessica on LinkedIn.
Follow me on LinkedIn.
John Kelly is the Chief Revenue Officer at SupportLogic, while Jessica Voss is responsible for Enterprise Sales.
They have over 50 years’ experience between them in the tech side of contact centres and support services, and keep abreast of the latest trends. They know exactly what technology is needed to reduce escalations, customer churn, operational expenses, and lift customer satisfaction.
Today, they share their secrets to customer support success.
You'll Learn:
How to predict escalations and prevent them ahead of time (02:43).
The goldmine of information you have sitting in your contact centres, which is probably going untapped (04:33).
How to optimally prioritise the order in which tickets and cases are handled (08:21).
A nightmare example of what can happen when you leave it up to agents to escalate support cases (08:57).
How escalation prediction can reduce escalations and customer churn, while improving CSAT, NPS and employee retention (13:00).
How to get a far more accurate gauge of customer satisfaction, when your CSAT survey response rate is probably 15% or less (16:40).
Why customer satisfaction is dead (19:34).
See the full show notes
Get your free ‘support whisperer’ shirt from Jessica, by emailing her at jessica@supportlogic.com
Connect with John and Jessica on LinkedIn.
Follow me on LinkedIn.
21 min