How to Improve Customer & Employee Experience: Focus on Eliminating Friction

Presented by

Shep Hyken, Shepard Presentations; Bill Price, Author, The Frictionless Organization; Joanna Palmer, RingCentral

About this talk

Join us for RingCentral’s CX Book Club Event! Shep Hyken and Bill Price will have a thought provoking conversation about the featured book The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. Price was the first worldwide VP of Customer Service for Amazon. He knows the challenges of leading a contact center first-hand and will share some of his experiences and methods for improving customer satisfaction and removing friction at Amazon. Contact center leaders have struggled this year with attracting & retaining talent. Organizations can make an agent’s job much easier by driving friction out of the customer journey and organizations. During this session, you will learn How to focus the organization on understanding why customers are contacting you Drive strategic actions to determine which contacts you should eliminate, automate and prioritize How to introduce & maintain a continuous improvement loop to remove friction in your organization and for your customers How focusing on removing friction will improve customer satisfaction, enhance employee experience and drive revenue.
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