Michael talks about:
· What CX has to do with better experience in the contact center
· How to improve employee retention
· How training in the contact center is different than general CX
The person who has influenced Michael the most in the past year:
Art Ginsler’s book: Art’s Principles – 50 years of hard-learned lessons in building a world-class professional services firm: https://amzn.to/34L5ira
*His note to all customer service professionals:*
*“*Listen to your customers…and act on what you hear.”
Transcript: https://press1fornick.com/michael-hinshaw/
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BOOK RECOMMENDATIONS:
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BROUGHT TO YOU BY:
VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more here
This podcast is under the umbrella of CX of M Radio
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