Tips from a contact center pro

We continue our series on leadership during uncertainty. When things become uncertain, what’s the first thing we look for? Answers. We’ll look anywhere, online on forum websites we’ve never heard of, over the phone talking to an agent we don’t know, or on the driveway talking to a neighbor we don’t like. How do you ensure exceptional service to answer those questions not only in times of uncertainty, but in any situation? Rosetta Lue joins me to share her personal experience. Rosetta is Principal Consultant at GovCXP, and has served as Chief Customer Experience Officer for the City of Philadelphia as well as Senior Executive at the US Department of Veteran Affairs. Presented by The Future of Customer Engagement and Experience (www.the-future-of-commerce.com), where you can find our section of information dedicated to leadership, data, and current news around COVID-19.