• Skip to main content

Top Sales World - inspiring the global sales community

  • Home
  • About
  • JF Initiatives
    • Top Sales Articles
    • Top Sales Awards
    • Top Sales Futurists
    • Top Sales Magazine
    • Top Sales Library
  • Top Sales Posts
  • Contributors
  • Contact Us

Amazing Business Radio: Jerry Campbell

Shep Hyken - 22 September 2020

The Right Way to Measure Amazing Customer Service
How to Create an Empathetic, Omnichannel Service Experience
Shep Hyken interviews Jerry Campbell, Head of Customer Experience and Social Engagement at 7-Eleven. They discuss how to improve customer service in a rapidly changing digital world by focusing on human connection, diversity and inclusion.
Top Takeaways:
An omnichannel customer service experience is about being able to meet customers at any channel they choose and create a seamless experience for the customer between different channels.
The difference between omnichannel and multichannel is having all channels work together rather than simply having more than one channel available.
The transition between a chatbot or any AI technology should be seamless and invisible—the customer should not be able to tell when they’re talking to a bot versus an employee.
Many call centers focus on antiquated metrics that don’t ultimately best serve the customer. Focusing on resolving the customer’s issue the first time

© Copyright 2010 - 2021 topsalesworld.com · All Rights Reserved · Contact· Privacy Policy · A JF Initiative