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An Interview with Dawn Verghese of Agara

Conversational AI in Customer Service: An Interview with Dawn Varghese of Agara

October 3, 2023

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the …

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Chip R. Bell Expert Interviews

Popular Products Co-Created with Customers

October 3, 2023

Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination Did you know that some of your favorite products today were ideas from customers?

Empathy is a learned skill | Adam Toporek

Empathy Is Not Just a Mindset; It Is a Learned Skill

June 24, 2024

Empathy requires more than a shift in mindset; it requires a specific set of skills As a customer experience strategist and customer service trainer, empathy has always been a cornerstone of our approach to customer experience and service. Customer experience is difficult and is defined more than anything by human emotion. Having teams that understand …

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Can I work a customer service job from home? | young worker with curious expression

Can I Work a Customer Service Job from Home?

March 20, 2020

SPECIAL NOTE: This video was pre-recorded prior to the outbreak of COVID-19 and the shutting down of many face-to-face businesses. While we certainly would have made it more current in content and tone for the current circumstances if recording today, we still think the underlying answer to this question is worth sharing. Prior to the …

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Are customer reviews reliable? | young worker with curious expression

Are Customer Reviews Reliable?

March 18, 2020

Are Customer Reviews Reliable? This is an age old question, or at least as old as the internet itself. The answer is simple. Yes, no, and maybe. If you’ve studied statistics at all, you may have heard of something called statistical significance. That means there is enough of a sample set enough data that the …

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How to destroy a customer relationship in the final moment | young worker with curious expression

How to Destroy a Customer Relationship in the Final Moments

October 9, 2023

It’s amazing to me how many companies destroy a customer relationship at the very end. How their attitudes change towards a customer at the end of that customer’s “customer lifetime”. A company that’s worked hard to deliver a good product, good service, and good experience, throws it all away when the customer leaves. Now, I …

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Do customer service jobs come with training? | young worker with curious expression

Do Customer Service Jobs Come With Training?

October 3, 2023

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers.

The Meditations of Marcus Aurelius by Marcus Aurelius (a One Win Book Review)

October 6, 2023

In this One Win Book Review, we take a look at The Meditations of Marcus Aurelius. Check out the video below to hear Adam’s one win that you can take away from The Meditations of Marcus Aurelius to improve your organization’s customer experience and customer service.

Can Customer Service Be Taught?

October 3, 2023

Customer service skills can be taught and a customer-centric ethic and mindset can also be taught. I think what the question might be trying to get at is is customer service a natural skill or not?

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