MEDIA APPEARANCES
Founder and Principal Melissa Copeland spoke about conversational intelligence and customer service for this piece in CMS Wire.
Founder and Principal Melissa Copeland shares some insight on navigating difficult conversations.
Founder and Principal Melissa Copeland shares insight on customer service for travelers.
Founder and Principal Melissa Copeland shares insight on chatbots and customer experience.
Hell hath no fury like an enraged customer. Your good work attracting right-fit clients can go out the door if your customer service people are not good.
Founder and Principal Melissa Copeland shares insight on virtual agents and how they are improving customer experiences.
NEWSLETTER:
TALES FROM THE FRONTLINE
Founder and Principal Melissa Copeland writes about fixing mistakes, especially the inherited ones.
Founder and Principal Melissa Copeland takes the chain gang in a football game as a metaphor for manual processes that may need justification.
Melissa Copeland reflects on the adventures of the past year and what’s on tap for 2024, including AI and more.
Founder and Principal Melissa Copeland talks through an object lesson in getting to aligned outcomes, especially in organizations under pressure for results.
Founder and Principal Melissa Copeland returns from a recent conference with insights about AI’s potential for elevating customer and employee experiences.
Your consultant, brought in to help you get results, has just shone a light on your operation, and you realize it’s a house of cards. My team and I deal with this on many engagements, and it is often the first stepping stone for leaders to turn their results around.
One of my dearest team members went on vacation recently. We’re a small firm, so a colleague stepped up to lead the engagement over the two weeks. Suddenly, we found ourselves with an interesting opportunity to examine our own process. What was working and what wasn’t working?
Sometimes with the best of intentions, we put in too many metrics, we skimp on agent-enabling technology, we skip over the cultural nuances that make an organization a great place. Call shedding and self-service means that the hardest calls are the ones that still come to people.