First Contact Podcast | Episode 8
The Lifelong Dream of Customer Support:
Roy Atkinson
Growing Up in a Call Center:
Thomas Laird
Host
Christian Montes
Executive Director of Sales
One of the most knowledgeable people in the contact center space and a true veteran of the industry, Roy’s had some of the most diverse jobs possible. However, as he’ll tell you, he had one guiding star throughout his adventurous career: offering support to people. Giving them the reassuring voice they need to do their jobs properly. Let’s learn together from HDI’s Lifetime Achievement Award Honoree, Roy Atkinson!
Guest
Roy Atkinson
Group Principal Analyst @ HDI, ICMI
Explore more from this episode…
VIDEO: My First Paper Route
Roy’s been moving all his life through a range of jobs that meant delivering top quality services and support to people. The paper route was only the first step.
ARTICLE: How to Host a Virtual Event in 2020?
2020 is the year of virtual events. Are you ready to host one? Do you know how to make it work? Roy’s got some expert advice over here that you might want to listen to!
VIDEO: Failure to Communicate
If you cannot communicate with your consumers, clients, or even with your own people in an efficient manner, you’re already losing business. Listen to Roy explain why!
ARTICLE: What Is the Customer Effort Score
Customer effort score is a really fascinating and easy metric that can help you improve your customer support process by a lot. Learn more about it from Roy.
VIDEO: The Value of Customer Experience
Many businesspeople don’t understand the value of customer experience. Leaders in all industries, especially contact centers, need to know how to explain its value!
ARTICLE: What's Change Management?
Change management is one of the topics Roy likes to discuss pretty often and we decided to ask him about it. Here’s his take on what change management is!
VIDEO: Prioritizing CX During a Pandemic
It may not be the first response for many, but prioritizing CX during a pandemic means you’re not just in survival mode throughout, but will rise back stronger!
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