Join America Back to Work, a weekly podcast, video, and blog series that covers timely and relevant topics affecting the labor market and workforce with industry experts. The series includes recruiting, hiring, retention, employee satisfaction, customer service, background screenings, and more.
From the Experts: Best Practices for Customer Support
Customer support is about how customers feel and chatbots are bad for support agents (But good for long-term data collection).
That’s what we learned this week on America Back to Work–a series that explores current labor trends and hiring in America.
Through weekly articles and interviews with industry experts across recruiting, hiring, and HR, we’re dreaming up a future where companies are thriving, employees enjoy their jobs, and America is back to work.
Perception Is Reality
In this week’s episode, S2Verify co-founder and chief strategy officer (and former U.S. Secret Service agent,) Arnette Heintze, sits down with Jen Sanning, VP, CMO Executive Partner at Forrester–an industry leader in customer service.
In her own words, her job is “to support leaders in creating customer-centric cultures using the discipline of customer experience.”
At Forrester, she and her team have fielded a 15-year (renowned) customer experience survey–meaning she had a lot of fun data and insights to share with Heintze about what great customer support looks like.
“Forrester defines customer experience as the customer’s perception of their experience with your company or brand. And that’s from the first point of contact to the last point of contact,” she said. “Everything in between–whether it be a digital experience or a live experience–it’s the whole ball of wax. How do they feel? And what is their perception of that experience? Good or bad?”
Her customer support thesis: the perception of a great experience leads to better business outcomes. It’s about managing the customer lifecycle with more care as we do here at S2Verify via our award-winning customer support team and philosophy.
Hear more unique customer experience takes like this one (like why chatbots are good for data and bad for support agents) and so much more. Click here to listen to or watch the recording!
The Modern Interview
Plus, be sure to tune in next week for another episode of America Back to Work. We’re sitting down with Ryan Landau, founder of Purpose Jobs—the largest startup and tech community in the Midwest—to discuss the danger of unstructured interviews.
With Purpose Jobs, Landau set out to create a platform that empowers people to find jobs they will love, a platform that is centered around people, community, education, and culture. As such, he has a front-row seat to trends in recruiting, hiring, and people.
Next week, get access to his insider knowledge and hear his predictions for hiring trends in 2023. At the top of his list? Interviews are taking center stage.
Join us to hear why he thinks the interview process is now more important than ever before and find out how to add more structure to your interviews—to make the right hire, more consistently.
Listen wherever you get your podcasts by clicking here!