Amazing Business Radio: Jeff Nicholson

Leading with Empathy
Revolutionizing Your Customer Service for an Uncertain Future
Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience.
Top Takeaways:
Pegasystems’ annual event, PegaWorld, will be held virtually this year on June 2. To register for this event, go to the Pega website.
Even before the world was disrupted by a pandemic, customer service was hard. Customers already thought customer service took too long in terms of hold times and time to resolution. Customers’ expectations have now increased, driving the need for better customer service up even higher.
There is a higher volume of customer service calls since the pandemic began. Companies and agents need to improve their customer service strategies to effectively handle the volume.
According to Pega’s recent report, 4 Steps to Exceptional Service Strategy During Disruption, there are four areas