Artwork
iconShare
 
Manage episode 342255200 series 2703474
Content provided by Gregg Gregory, CSP, Gregg Gregory, and CSP. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Gregg Gregory, CSP, Gregg Gregory, and CSP or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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.

  continue reading

128 episodes