Smart Call #44 — Treating your customers like ants
December 12th, 2008This week, we learn how studies of ant behaviour could transform your online customer service. The idea, as explained by RightNow’s Doug Warner, is that just as ants follow trails laid down by other ants to find food, you can find trails to useful information laid down by your customers.
Once you know where those trails start and finish, you can show customers how to find the information they need, instead of hoping they find it themselves!
We also have a sponsor interview this week, with Verint’s Craig Seebach who continues our look at ‘the ripple effect’ that we first covered back in Episode 41.
On this week’s show:
- Catriona Wallace returns with a Christmassy version of the news.
- Can contact centres give you diabetes?
- Doug Warner on artificial intelligence, ants and the futility of web search
- Craig Seebach from Verint continues our excerpts from ‘The ripple effect’ seminar
We also have two reminders for you. The first is to visit the Genesys website. to register for their contact centre transformation kit, so you can make sure your call centre is not getting in the way of the customer experience, as we explained in last week’s show.
Number two is the Citrix Online webinar on remote support. You can watch a video of the show by clicking here.
Big thanks too, to founding Sponsor NSC and Supporter Call Design.
