27 min
What 1,000,000 Customer Service Calls Tells Us | With Matt Dixon & Vikas Bhambri CX Conversations
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- Management
Today we’re going to talk about customer service research and what more than one million phone calls tells us what you’re supposed to be doing to be successful in customer service and to do that we have on with us Vikas Bhambri from Kustomer and Matt Dixon, the Head of Product and Research at Tethr. We discuss how they have gathered data of over a million customer service phone calls and the useful things we’ve learned to improve the customer experience.
How writing “The Effortless Experience” has affected Matt’s career 1:49
The latest research 6:06
Takeaways from the data 17:43
“If you’re a product person and you don’t realize, ‘Wow, my contact center gets real-time feedback on a new feature, or a new service that I’m providing.’ There’s a lack of understanding about the richness of the data that resides in the contact center environment.” 16:10
https://www.linkedin.com/in/matthewxdixon/
Today we’re going to talk about customer service research and what more than one million phone calls tells us what you’re supposed to be doing to be successful in customer service and to do that we have on with us Vikas Bhambri from Kustomer and Matt Dixon, the Head of Product and Research at Tethr. We discuss how they have gathered data of over a million customer service phone calls and the useful things we’ve learned to improve the customer experience.
How writing “The Effortless Experience” has affected Matt’s career 1:49
The latest research 6:06
Takeaways from the data 17:43
“If you’re a product person and you don’t realize, ‘Wow, my contact center gets real-time feedback on a new feature, or a new service that I’m providing.’ There’s a lack of understanding about the richness of the data that resides in the contact center environment.” 16:10
https://www.linkedin.com/in/matthewxdixon/
27 min
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