Listen: We can learn a lot from cartoons.
I can think of few better examples than The Simpsons, an arguable work of art now approaching its 30th year on air. With never-ending talent churning through its writers room, the show is regarded not only as a universally-identifiable comedic cartoon, but also as a source of critical commentary on human behavior. The Simpsons‘ critique often includes the fallible organizations or institutions we interact with in our lives: restaurants, bars, lawyer’s offices, schools, government agencies, our homes, and even our own workplaces (and more). Additionally, the Simpsons’ writers have developed memorable, well-written characters (some ironically without character) who through their foibles reveal the ‘stuff’ of humanity, especially its silliest and weakest parts.
Really, The Simpsons casts a net so far-reaching that anyone can glean some life lessons from its impressive body of episodes and the minutia of its gags. As customer service is ultimately informed by human interaction, it is necessarily a part of the fabric of the show, woven into each storyline even in the subtlest of ways. As such, it offers an overwhelming amount of lessons for CS professionals, be they managers or agents. Here, in part one of this series, we outline three major lessons we can take to heart from this iconic, globally-lauded show.
Stop me if you’ve heard this one: What a world we live in.
Every time a customer comes in contact with your brand, whether it’s in-store or online, each interaction is a touch point that contributes to the customer experience. Consumers are demanding more, and their choices are ever expanding, which means that better service will lead to greater customer loyalty.
What’s driving the enormous interest in chat bots right now? A year after Facebook’s launch of its bot platform (which TechCunch called “the new app store”) it now has 
Today, the customer experience is arguably the number one determinant of an organization’s success. Aberdeen reports that companies with strong omni-channel strategies retain an average of 
According to 
You’ve got to start with the customer experience and work back towards the technology, not the other way around. – Steve Jobs
Is social customer service a critical part of your call center? If so, how do you provide excellent support using social media? So many call centers managers ask themselves these questions and wonder how they can guide their agents to successfully deliver support over these channels.
Millennials (those aged 18 to 30) aka Generation Y, are the next generation of customers that businesses need to attract in order to succeed. This generation is set to overtake baby boomers on spending power, and will surpass Generation X soon after that. The challenge is they are so different from past generations that businesses must adapt to a new style of customer service.
