Veronica Krieg

Contributor
56 Articles

Latest Articles By Veronica Krieg

What is CCaaS? A Definition for the Busy Customer Service Leader

Whether you’re new to the contact center world or you’ve been here for decades, there’s something we can all…

Veronica Krieg
August 26, 2021
Customer Experience

How to Build a Best-In-Class Customer Experience Like Shopify

Step aside, Amazon. Shopify’s the new Goliath in commerce. The company’s built a best-in-class customer experience that’s ignited growth…

Veronica Krieg
August 23, 2021
Customer Experience

Conversational Customer Service Scripts From Dunder Mifflin (+ Examples)

“Dunder Mifflin customer service, this is Kelly” If you’ve watched NBC’s hit series The Office, you’ve seen Kelly Kapoor’s…

Veronica Krieg
May 31, 2021
Customer Experience

How to Fix Your Top Work From Home Call Center Challenges (Advice from 16 CX Experts)

When contact centers turned on disaster recovery mode last year, it was next to impossible to send agents home…

Veronica Krieg
May 17, 2021
Strategy

The 5 Customer Satisfaction Metrics You Can Track for a Boost to ROI

Prioritizing customer satisfaction starts with your call center and ends with higher revenue for your entire organization. Turns out,…

Veronica Krieg
May 10, 2021
Customer Experience

5 Lessons You Can Learn From Schitt’s Creek on What Makes a Good Manager

At the start of the pandemic, I, like many people, needed a feel-good show to binge. The suspenseful thrillers…

Veronica Krieg
May 5, 2021
Leadership

Learn Great Customer Service Lessons from Discover’s Digital Experience

Discover might not come to mind like Chewy or Disney when you think about customer experiences with model behavior.…

Veronica Krieg
April 27, 2021
Customer Experience

How to Take Action and Deliver Better Customer Service (While Helping Your Agents Excel)

How do you react when you have a bad day? And what about when you feel out of the…

Veronica Krieg
April 26, 2021
Customer Experience