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Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience

Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience

Zendesk: Customer Service Software & Sales CRM
Released: 2023-08-09
© Zendesk: Customer Service Software & Sales CRM
Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience - QR Code
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8 Episodes
Audio
Listen on Apple Podcasts
Free0%
8 Episodes
Audio
Listen on Apple Podcasts
Released: 2023-08-09
© Zendesk: Customer Service Software & Sales CRM
Most Recent Episode
Why self-service and the employee experience drive cost savings with Virgin Pulse’s Michael Pace

Why self-service and the employee experience drive cost savings with Virgin Pulse’s Michael Pace

On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at a href="https://www.linkedin.com/company/virgin...
Time: 33:35
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On this episode, we’re joined by Michael Pace, Vice President, Global Member Services and Operations at Virgin Pulse. By maximizing self-service options and improving platform stability, Michael has helped Virgin Pulse reduce customer contacts while emphasizing the importance of the employee experience to achieve these results.
We discuss:
- (2:43) Why building a strong knowledge base and self-service resources is so important.
- (6:30) Reducing customer contacts through platform stability.
- (10:19) The importance of transparency and dashboards for driving improvements.
- (13:12) How to build a culture of collaboration and trust.
- (14:20) The impact of improved customer support on customer satisfaction.
- (15:13) Why great employee experiences lead to top-notch customer experiences.
- (21:02) How Michael and his team plan to implement AI tools to improve operations.
- (24:06) The potential impact of AI on the employee experience.
Resources mentioned:
Michael Pace - https://www.linkedin.com/in/pacemichael/
Virgin Pulse - https://www.linkedin.com/company/virgin-pulse/
Virgin Pulse | Website - https://www.virginpulse.com/
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#CX #CustomerService #CustomerExperience
Episode ID: 1000623940914
GUID: 13b03def-50e4-4b47-9e22-4dcc0683bb81
Release Date: 09/08/2023, 21:29:51

Description

Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.
On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you.
We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code.
Like and subscribe to receive new episodes every other week. Visit www.zendesk.com/blog for updates, bonus content, and more.

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https://feeds.casted.us/156/Conversations-with-Zendesk%3A-The-Podcast-816d0815/feed

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