Content

😥 😳 How We Screwed Up and Fixed Support in 2000, and Why We Need To Do It Again in 2024 💣 https://youtu.be/ZWkxT6H-9Bg I’m not against AI, far from it. But knowledge is power, and a trip down memory lane helps us understand what (and why) 2023’s mass adoption of AI Support Chatbots has done to our customer experience and why it has brought us to our current 15-year low. Spoiler: it’s the same exact root cause and problem we had in 2000. —– Over 20 years of leading award-winning Support organizations: 📚 Broke every rule in the book🔄 Made almost every mistake📘 Learned from most of them🎥 Sharing lessons so you don’t have to repeat them! 🌟 Stay Connected: 🔔 Subscribe to our YouTube channel for more insights and tips: https://www.youtube.com/channel/UCdFZbi8Fe_PMrgnISb-KGMQ🔗 Follow on LinkedIn for professional updates and advice: https://www.linkedin.com/in/shanescottsmith/📸 Follow on Instagram for behind-the-scenes and more: https://www.instagram.com/everetics/🌐 Learn more about our work: https://everetics.com📧 For business inquiries, contact me at: ssmith@everetics.com

How to Run A Good Staff Meeting (without wasting everyone’s time) https://youtu.be/OnusvnstzPE Do you or your team spend countless hours preparing for weekly staff meetings? Does taking notes feel like a punishment? Is follow-up a joke? If administrative tasks feel like a full-time job, this video is for you. Meetings are vital, but so is time. I’ll introduce you to a lightweight staff meeting format (perfect for VPs, Directors, and Managers) that won’t require hours of preparation or admin work each week.  Stop wasting time AND run a good meeting! 📥 Download the Free Meeting Agenda Template Here! —– Over 20 years of leading award-winning Support organizations: 📚 Broke every rule in the book🔄 Made almost every mistake📘 Learned from most of them🎥 Sharing lessons so you don’t have to repeat them! 🌟 Stay Connected: 🔔 Subscribe to our YouTube channel for more insights and tips: https://www.youtube.com/channel/UCdFZbi8Fe_PMrgnISb-KGMQ🔗 Follow on LinkedIn for professional updates and advice: https://www.linkedin.com/in/shanescottsmith/📸 Follow on Instagram for behind-the-scenes and more: https://www.instagram.com/everetics/🌐 Learn more about our work: https://everetics.com📧 For business inquiries, contact me at: ssmith@everetics.com

5 Lessons I Learned Leading Customer Service Organizations https://youtu.be/jEufAdN2rzE Feeling like a punching bag?Struggling to stay positive at work?Is customer service a dead-end job?New to customer service and freaking out? This video spills the beans on how to survive and thrive in Customer Support and Service. Stop the struggle and start winning. Watch now and Be Excellent to Your Customers (and Yourself!)

Customer Escalations? Breakthrough Your Backlog! https://youtu.be/PhnOQuz2SWY THE PRO TIP for Customer Escalationsand Customer Backlog Management.And… It has a name. YES. It really is just that easy. PS – To my fellow Support & Service consultants – sorry I gave away the secret sauce.

Customer Escalations – A Management “Active Listening” Hack https://youtu.be/qywHKGV_xf4 Less is more! When it comes to managing and leading Customer Escalations, there can be a delicate balance between not knowing enough and knowing too much. If you are a Customer Service or Support leader, this counterintuitive trick has been a godsend to me over the past 20 years.

Customer Support CSAT Hack https://youtu.be/oRI3TaSk6FY You’ve heard of “The Peak-End Rule”But do you apply it? This is a positively impactful trick/add to the back of Support’s Case Resolution Process.  PS – Sometimes, staff hesitate to adopt this (in case the customer has more questions.) Rarely, happens. Give it a go and see for yourself. —Hello – I’m Shane. Propel Growth and Perfect Your CX: Unlock Growth and Retention with Customer Experience Excellence! DM me to know more!