EPISODE 4

Live Human Conversations in the Digital Age: How do Call Centers Navigate This Mismatch

We live in a digital-first world. The pandemic made that even more of a reality. In this podcast, Rick DeLisi of Glia, shares how contact centers can navigate generational communication preferences and the desire for live human conversations to provide excellent customer service in the digital age.

Live Human Conversations in the Digital Age: How do Call Centers Navigate This Mismatch Measuring customer experience

Speakers:

Live Human Conversations in the Digital Age: How do Call Centers Navigate This Mismatch Measuring customer experience
RICK DELISI
Lead Research Analyst, Glia

Rick is the co-author of the new book “Digital Customer Service: Transforming Customer Experience for an On-Screen World” (co-authored with Glia CEO Dan Michaeli).  He is also the co-author of “The Effortless Experience” and was part of the team that created the Customer Effort Score metric now being used by hundreds of companies worldwide.  Prior to joining Glia–the leader in helping FIs reinvent how they serve their customers–he was VP, Advisory with Gartner, specializing in Customer Service and Customer Experience.  He also has a background in the airline and hospitality industries. 

Live Human Conversations in the Digital Age: How do Call Centers Navigate This Mismatch Measuring customer experience
Live Human Conversations in the Digital Age: How do Call Centers Navigate This Mismatch Measuring customer experience
Live Human Conversations in the Digital Age: How do Call Centers Navigate This Mismatch Measuring customer experience

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Transcript

VG: Hey everyone, welcome back to Masters of Support. I’m Vanessa Gates and I am your host today with me I have Mr. Rick DeLisi. He is the co-author of Digital Customer Service: Transforming Customer Experience for an Onscreen World. And he’s also the co-author of The Effortless Experience. Rick is also the analysts over at Glia. Welcome, Rick, and thank you for being here with me today. RD: Hey Vanessa! VG: Hello, I’m so so so excited to speak with you today. Rick, I’m sure there are tons of people in the industry that may know who you are. But if you can, just take a second and just let us know who Rick is, what do you like to do? What do you do like Glia, just gonna spend a few minutes to introduce yourself…. Read more

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