Veronica Krieg, Author at Business2Community

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 agree…

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 like…

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 mad…

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 with…

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, more…

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 that…

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. They…

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 loop…

Veronica Krieg
April 26, 2021
Customer Experience

4 Tips to Retain Top Employees in a World Where Burnout Consumes Us

For the first time ever last year, employee engagement rose at the same time well-being dropped. (Say it with me:…

Veronica Krieg
April 21, 2021
Human Resources

10 Statistics (and Action Items) to Inspire Your Next Steps in Customer Service Training

A good manager is a good coach. Gallup found companies who strategically invest in employee development see 11% greater profitability.…

Veronica Krieg
April 13, 2021
Customer Experience

3 Tactics to Level Up Your Call Center Coaching With Speech Analytics

As customer service leaders continue to embrace the life where agents can work from where they’re most comfortable, new challenges…

Veronica Krieg
April 1, 2021
Strategy

2 Guided Ways to Test Your IVR Experience so You Understand How it Impacts Your Entire Customer Journey

I can’t tell you the number of times I’ve heard my mom yell “TALK TO A HUMAN” or “HELP” after…

Veronica Krieg
March 16, 2021
Customer Experience

Can Proactive Customer Service Work For Your Call Center? 3 Ways to Anticipate Customer Needs and Act Faster to Put Bad Service in the Rear View

Last week when snow flooded the Indianapolis roads, delivery trucks had a hard time making it into neighborhoods. The mail…

Veronica Krieg
February 26, 2021
Customer Experience

6 Benefits to Look for When Choosing Your Next Cloud Call Center Phone System

In the best of times, your customers never call you. They sit happy with their products and services, don’t have…

Veronica Krieg
February 19, 2021
Communications

Customer Service Data is the Nucleus of Your Contact Center: How to Use Data to Inform your Decision Making for Standout Service This Year

About 66% of customers faced problems with the products or services they purchased in 2020. And, nearly two-thirds of that…

Veronica Krieg
February 11, 2021
Customer Experience

How to Start a Call Center From Scratch: Your Guide to Scaling a Wildly Successful Customer Service Team

If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan…

Veronica Krieg
February 8, 2021
Customer Experience

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