The first thing you should do when a customer complains — Thank them. They’re pinpointing issues that the team can now fix.
But if you want the kind of team that embraces complaints and goes to work with enthusiasm, there must be a focus on the employee experience.
Nick Glimsdahl, Director of Contact Center Solutions at VDS, joins me today to discuss his new book and all the reasons why the employee experience should be your main area of focus for a better customer experience.
Join us as we discuss:
138 pages of nothing & the digital transformation
Lessons learned about customer experience & service
Moving a contact center to the cloud
How to do employee retention right
Tip of the week for listeners


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