エピソード

  • #38 Digital channels are not for everybody

    #38 Digital channels are not for everybody
    2024/11/27
    99% of us have a natural predisposition towards some activity or knowledge. Nevertheless, if you want to become really smart, you need to study and practice day by day. And when it comes to delivering customer support, digital channels are definitely not for everybody!
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    13 分
  • #37 The service that customers love the most

    #37 The service that customers love the most
    2024/10/22
    What service clients love the most? There are two things that you can do immediately to intercept customer's signals in a timely manner.
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    15 分
  • #36 Customer service can't fix poor culture

    #36 Customer service can't fix poor culture
    2024/09/24
    What's the department in charge of solving problems? I bet you'd answer 'customer service'. However, the current scenario requires us to embrace a broader vision because customer service can't fix everything. Paolo Fabrizio explains WHY and HOW in this podcast.
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    18 分
  • #35 Using AI during or after the conversation?

    #35 Using AI during or after the conversation?
    2024/07/03
    Many Customer Service Managers are wondering how to integrate and harness Artificial Intelligence. What’s the ultimate goal? Who would benefit from it? Shall we use GenAI during or after the conversation? In this podcast Paolo Fabrizio unveils the results of a laser-focussed survey right on these topics.
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    15 分
  • #34 My experience on training digital skills

    #34 My experience on training digital skills
    2024/05/22
    When it comes to Digital Customer Service, 'continuous learning' applies both for the trainer and participants. That's exactly Paolo Fabrizio's experience after delivering several training digital skills sessions. Here are some golden takeaways on delivery methods and key digital conversational skills.
    Read full article here >>
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    21 分
  • #33 Customer Culture: with AI no alibis

    #33 Customer Culture: with AI no alibis
    2024/04/09
    As more and more organizations are integrating AI within their customer service operations, you got no more alibis: either you upgrade customer culture along with technology adoption, or you're bound to disappointing results. Paolo Fabrizio share 3 key takeaways from the AI Forum.
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    21 分
  • #32 Is your customer team dehumanized?

    #32 Is your customer team dehumanized?
    2024/03/13
    "When customers read our responses they experience more empathy with our chatbot than with our human agents!" It may seem a paradox, but it's exactly what some managers are complaining about these days. Paolo Fabrizio deep dives on this topic in this episode.
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    12 分
  • #31 Run a digital skill-matching check

    #31 Run a digital skill-matching check
    2024/02/14
    Chances are your customer service team delivers over digital channels, but conversational expectations are ever-changing. So how do you cope with them and the rise of Gen AI? Paolo Fabrizio explains whats digital skill-matching checks are and why you'd better run them on a regular basis. Read full article >>
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    16 分