CSM Magazine

FEBRUARY 11, 2025

Product management and customer service constantly affect each other’s success through continuous feedback and adaptation. Modern product management practices incorporate AI-powered analytics to detect patterns in customer behavior and anticipate needs before they become support issues.

Customer Experience 52

Customer Experience Management Front-line service Feedback 52

Taylor Reach Group

MAY 11, 2021

Take the time to brainstorm or conduct focus groups with a mix of management and the front line. While Guiding Principles can be developed in isolation (i.e. Good things will come out of this kind of activity.

Customer Service 145

Customer Service Front-line service Call Center Accountability 145

bold360 Blog

MARCH 16, 2020

You can also utilize messaging services like WhatsApp to expand your customer reach outside the physical store. A final important area of focus is enabling self-service capabilities. As volume grows across your digital channels it is key to manage the additional strain on your contact center.

Customer Experience 59

Customer Experience Front-line service Self service Contact Center 59

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. Carey Center for Service Leadership. But they train more on relationship management skill. I am Darima Fotheringham.

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48