The Art of Customer Service

#

23

|

September 27, 2021

Innovation in Customer Experience

Executive Summary

In this episode of „The Art of Customer Service“ Erik Pfannmöller and Nicola discuss the importance and challenges of technology adoption, the missing communities of coping during remote work and the move from on premise to cloud.

0 Min.
geballtes Wissen

Zielgruppe:

Startup, KMU & Corporate
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

This podcast gives you a good overview over the importance and challenges of technology adoption.

You will learn…

  • How BT pursues innovation in digital workplaces and customer experience
  • What drives people to use technology, especially in a contact center context
  • How psychology can be applied to improve technology usage in contact centers
  • Why the contact center industry until recently has been very reluctant to embrace change, like working from home
  • What three requirements technology needs to fulfil for successful adoption
  • How back in the 1990s BT was already able to show that working from home improves both CX and EX

Kapitel

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Introduction to the topic
  • from 07:58 I What drives people to use technology?
  • from 12:56 I What innovations have shaped the contact center industry?
  • from 19:45 I The future of talking
  • from 26:12 I How will the customer experience change in the next 5 years?

 

Alle Episoden

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.

The Art of Customer Service

#

23

|

September 27, 2021

Innovation in Customer Experience

Executive Summary

In this episode of „The Art of Customer Service“ Erik Pfannmöller and Nicola discuss the importance and challenges of technology adoption, the missing communities of coping during remote work and the move from on premise to cloud.

Zielgruppe:

Startup, KMU & Corporate

Dauer:

0 Min.
geballtes Wissen
Praxisbezug
90%
Wissensniveau
75%
Zeitlosigkeit
80%

Darum solltest du reinhören

Kapitel

This podcast gives you a good overview over the importance and challenges of technology adoption.

You will learn…

  • How BT pursues innovation in digital workplaces and customer experience
  • What drives people to use technology, especially in a contact center context
  • How psychology can be applied to improve technology usage in contact centers
  • Why the contact center industry until recently has been very reluctant to embrace change, like working from home
  • What three requirements technology needs to fulfil for successful adoption
  • How back in the 1990s BT was already able to show that working from home improves both CX and EX

The Art of Customer Service Podcast covers these topics:

  • from 00:00 | Introduction to the topic
  • from 07:58 I What drives people to use technology?
  • from 12:56 I What innovations have shaped the contact center industry?
  • from 19:45 I The future of talking
  • from 26:12 I How will the customer experience change in the next 5 years?

 

Alle Folgen

The Art of Customer Service

als Playlist

Alle Episoden

The Art of Customer Service

Über das Format

Du wirst verbunden… Hallo, wie können wir dir weiterhelfen? Für erstklassigen Kundenservice klicke bitte den Play-Button von „The Art of Customer Service”. Folge dann den Anweisungen von Erik Pfannmöller und seinen Gästen. Sie weisen dich ein in Praxis, Tools und Techniken rund um das Thema Kundenservice. Für weitere Fragen wende dich bitte an unsere zahlreichen Shows im digital kompakt Universum.
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