Great customer experiences hinge on high-quality conversations, regardless of where an employee is located.
If employees cannot quickly communicate valuable information while building meaningful rapport with customers in a given target market, high satisfaction and loyalty scores will be unobtainable. Great conversations, of course, hinge on strong language capabilities.
Here’s where things get interesting.
“Training, coaching and developing talent” and “Ensuring communication/engagement between employees and their peers” are both top five concerns in customer experience.
Featuring our latest research, as well as insights from Dow Jones’ Head of CX Design, Emmersion’s CEO, and a Chief Burnout Officer and Behavioral Psychologist, this report will dive into:
• The lost art, or “soft skill” of personable communication
• Re-thinking the hiring process and employee experience
• How technology and language screening can impact customer retention
• New ways AI will make an impact in customer experience this year
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