Player FM 앱으로 오프라인으로 전환하세요!
Genefa Murphy - How TLC affects the Customer Experience
Manage episode 342255200 series 2703474
Genefa Murphy comes from a background in Information Technology and Development Operations. She now works in Customer Experience and focuses on marketing. Her leadership style focuses on the 3 M’s - Method, Message and Making It Work.
In call centers across the country, You might think that the customer experience in call centers across the country would have improved since the pandemic.
Instead, primarily due to the volume and velocity of the calls that customer experience teams were dealing with, at that time, some customer experiences were not positive.
This is a direct result of the fact that, prior to the pandemic, so much of what customers did was often done in person. During the pandemic, and after, customers were forced to handle customer support issues completely online or over the phone. This increased the overall volume and the speed, or velocity, at which calls were coming in.
122 에피소드
Manage episode 342255200 series 2703474
Genefa Murphy comes from a background in Information Technology and Development Operations. She now works in Customer Experience and focuses on marketing. Her leadership style focuses on the 3 M’s - Method, Message and Making It Work.
In call centers across the country, You might think that the customer experience in call centers across the country would have improved since the pandemic.
Instead, primarily due to the volume and velocity of the calls that customer experience teams were dealing with, at that time, some customer experiences were not positive.
This is a direct result of the fact that, prior to the pandemic, so much of what customers did was often done in person. During the pandemic, and after, customers were forced to handle customer support issues completely online or over the phone. This increased the overall volume and the speed, or velocity, at which calls were coming in.
122 에피소드
Alle episoder
×플레이어 FM에 오신것을 환영합니다!
플레이어 FM은 웹에서 고품질 팟캐스트를 검색하여 지금 바로 즐길 수 있도록 합니다. 최고의 팟캐스트 앱이며 Android, iPhone 및 웹에서도 작동합니다. 장치 간 구독 동기화를 위해 가입하세요.