technology

Human Touch: Reasons It’s Still Key to Customer Experience | #CX

Human Touch: Image is fingers making a heart shape above a keyboard.

With so much automation, why is the human touch still so key for great customer service and customer experience? Insightful list of reasons fr Kate Nasser The People Skills Coach™.

Protected: MTS Healthcare – Greeting from Kate Nasser The People Skills Coach™

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Superior Customer Experience: Revenue or Integrity? #cx #wireless

Superior Customer Experience: Image is sign "The Way Forward"

Wireless providers, embrace the smartphone kill switch to deliver a superior customer experience. Reinvent don’t hold onto the status quo to preserve revenue. You can have innovation AND revenue!

IT Customer Service Training: Logic to Empathy #CIO #ITIL

IT Customer Service Training: Image is stick figures working together.

IT Customer Service training teaches empathy to logic based teams. From this you get org. collaboration & cross teamwork between technical and non-technical teams. After 25 years of teaching IT Customer Service to programmers, operations staff and tech support reps, I share in this post some of the keys to doing it. They are very capable of developing great people skills.

CIOs: IT Customer Service Quality Requires Partnership

Once again, from my work with information technology (IT) teams, I am compelled to write about leaders risking quality service with the risky thought of delivering support via email only. Some claim it increases quality by avoiding tone of voice and increasing audit capability. Yikes! U-turn from this thinking. There are at least 3 damaging effects.

CIOs: Are Your IT Teams Truly Customer Focused?

CIOS, IT Directors, Managers – If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service.

Has Technology Removed Our Reason to Care?

Leaders, has technology superceded your employees reason and judgment? Has it also removed their sense of caring? 2 alarming trends and 3 questions to ponder in this post — to ensure your teams use technology with good reason.

Color TV Saved My A! A Humorous Homage to Technology

I spend my professional life teaching, consulting, speaking, and coaching on people-skills (aka soft skills) in this technology filled world.  In fact my special niche for years has been delivering customer relations and teamwork training to technology organizations.  That’s no surprise since my first career was computer programming and systems analysis.   When I left to […]

Twitter & Texting – The Next Best Thing to ESP

Twitter & texting is incredibly valuable in expressing grief. Which is why, amid all the lamentation about technology killing personal interaction, I say bring it on. Here is guest blogger Pattie Roberts’ story.

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