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Link: PunkCX
In this podcast interview, Marika Calfas and Michael Redbord discuss ways to improve customer and employee experiences. Michael, the CEO of ProcedureFlow, highlights the importance of playbook and scenario-based training to enhance employee onboarding and performance. He emphasizes the need to innovate in training methods and prioritize knowledge management. Marika shares her opinion on companies like Zappos and Chick-fil-A, emphasizing the value of excellent customer service. The interview also touches on the impact of the COVID-19 pandemic on remote training and the significance of minimizing the need for customers to contact support by improving products and services.
Visual, scenario-based training is crucial for effective onboarding.
Playbooks can improve customer service by providing structured guidance.
Innovation in training methods is essential for the CX and AI industry.
Efforts should focus on minimizing custo...
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