In today’s “always-on” digital world, customers are very quick to stop doing business with a company because of a poor experience. Yet, more than 50% of businesses are finding out about customer-impacting disruptions from their customers first. Protecting the customer relationship is extremely important for businesses so customer service teams are now more essential than ever. With that, it’s important to understand the key role CS Agents play in the incident response process, and why understanding the roles during an outage or bug is extremely important to the overall customer experience. Customer Service agents need to be empowered to help customers ….

To build connected teams that deliver better service with faster resolutions and happier customers

In this session you’ll learn:

• The Challenges CS teams face when they’re not fully integrated into an organization
• The Key role CS teams play during an incident
• Why full case ownership leads to happier agents and customers

By the end of this webinar, you’ll be certification ready!