Al Hopper
@AlHopper_
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Husband & Dad of 2 princesses. #CX #CustServ #cctr leader & innovator.
San Antonio, TX
Joined August 2012
My team is who I work for. They inspire me to be better and more consistent so here’s the 1st article in my newsletter on #linkedin
https://t.co/aEd7CaIPz2
#servantleadership #custserv #cx #cctr
linkedin.com
The first in my new series on leadership and life in the contact center world. A journey isn't fun by yourself, so join me and share your thoughts along the way!
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The Leader’s challenge: meeting your team where they want to be and how they want to be while still being the leader… The Bruce Lee Theory: Balancing Service and Extreme Ownership https://t.co/e3s4guSUB1 via @YouTube
#LeadershipDevelopment #cctr #Management #custserv
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The @CXAccelerator dropping knowledge and bringing #cx #servantleadership together at #callcentercampus
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If a company is really doing #CX right, data is the key. You've got to be basing your actions on data. But using customer data requires a careful review of the ethical considerations, especially now with GenAI grabbing data everywhere. Attention and care are keys. #custserv
Q9 | #custserv With the growing emphasis on data-driven decision-making, how have companies leveraged customer data to improve service quality, and what ethical considerations have emerged in this context?
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A9 #custserv Ethically, companies have to embrace being stewards of the data & all that means. We have to protect our customer data as a priority. Applying data science to said data to truly understand customers is next. That’s not boxing them in, it’s helping via understanding
Q9 | #custserv With the growing emphasis on data-driven decision-making, how have companies leveraged customer data to improve service quality, and what ethical considerations have emerged in this context?
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A7 #custserv There’s been a big investment in both software and time to build and support the #agentexperience through a variety of tools including #ai, pop mini sessions, and trackable coaching effectiveness. There’s also a shift away from promoting performers just because
Q7 | #custserv Considering the increasing focus on customer experience, how have companies prioritized and invested in employee training to ensure frontline staff are equipped to deliver exceptional service?
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*Some* companies of done personalization well. It's very difficult to scale, so many resort to persona-lization (substituting personas for individuals). Some just don't try and slap "Just for you" on mass communications to make it look like personalization. #custserv
Q5 | #custserv In the era of personalization, how have companies successfully tailored their customer service experiences to meet individual needs, and what challenges have arisen in this pursuit?
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Q5 | #custserv In the era of personalization, how have companies successfully tailored their customer service experiences to meet individual needs, and what challenges have arisen in this pursuit?
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Immensely, and I know it is important to companies to deliver across multiple channels without having to make the customer repeat and repeat the same info. Seamlessness is a differentiator. #custserv
Q3 | #custserv Considering the remote nature of business today, how has the evolution of customer service been shaped by the increasing importance of providing seamless support?
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Let’s not forget the huge role #ai is playing for the #QualityAssurance side of #custserv! We can bring insights faster and from a larger sample size than without it. This makes the #cx better for everyone involved
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Q2 | #custserv In what ways have advancements in artificial intelligence and chatbot technology influenced the customer service landscape, and how have customer expectations adapted accordingly?
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A1 #custserv For starters, brands can’t hide nearly as well as before the digital channels gained precedence. It caused a shift of volume into the hands of the consumer.
Q1 | #custserv How has the rise of digital channels, such as social media and messaging apps, transformed the way companies approach and deliver customer service in the last 15 years?
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Q1 | #custserv How has the rise of digital channels, such as social media and messaging apps, transformed the way companies approach and deliver customer service in the last 15 years?
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#B2B #B2C Consumers 🗨️ This chat's for YOU 🤔 “How Has Customer Service Evolved Since this chat debuted in 2009??” The FASTEST hour on @X: The 14th Year of #Custserv chat TONIGHT 9pm ET/6pm PT #cx #customerservice #technology #AI w/ me and @GregOrtbach
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I don't know where my company comes up with these insights ..... but I really enjoy the messages! @EtechGS
#leadership
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Patriotism and respect at it’s best! Happy Birthday, Brother!
Rough Riders presented the colors for the birthday celebration of a WWII veteran that turned 101! It was an honor to be in his presence.
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