by agencydev@wendyourway.com | Sep 20, 2023 | CX, Support
Customer-centricity has reoriented modern organizations around real-time insights, and, as the business unit that owns the greatest volume of customer interaction, Support is ground zero. Two crucial capabilities for modern Support leaders are predicted CSAT and...
by agencydev@wendyourway.com | Sep 18, 2023 | CX, Support
Support leaders often express the difficulty of making business cases to other parts of the organization. Connecting Support metrics with tangible ROI for the rest of the business is a challenge. Traditional Support reporting is just not built for that. It’s either...
by agencydev@wendyourway.com | Aug 9, 2023 | CX, Support
Frame.FM recently chatted with Bill Wise about what he’s learned running Mediaocean, the $400 million in revenue adtech company he calls a 56 year old startup, through multiple acquisitions, the COVID-19 pandemic, raising a family, and, now, the AI boom. Leadership...
by agencydev@wendyourway.com | Aug 9, 2023 | CX, Support
Support is the most complicated customer-facing arm of any organization simply due to the volume of interaction and range of its implications. First-party feedback is so rare; the intimacy of the Support team’s knowledge is unparalleled. Most of the strongest...
by agencydev@wendyourway.com | Aug 9, 2023 | CX, Support
Once upon a time, around 2005, in a land called… let’s say Denver, a mysterious collector arrived knocking at office doors asking for data and promising in return all the riches of the world. The office keepers listened in rapture as the collector told great feats of...
by agencydev@wendyourway.com | Aug 9, 2023 | CX, Support
Frame.FM recently sat down with Patrick Martin, GM, Service Solutions, at COVEO about how technology has transformed the Support function. Below, three trends that have defined the industry in the last decade. B2B Demand for Personalization The Big Data waves of the...
