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Register Now for a Webinar from Five9 |
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Hear from Michelle Shell, a doctoral candidate at Harvard Business School and co-author of the Harvard Business Review article "Why Anxious Customers Prefer Human Customer Service."
When people feel anxious, it is human nature to want to turn to another person for help.
Yet many companies in high-anxiety settings are increasingly funneling nervous customers to self-service technologies like kiosks, websites, and smartphone apps. To learn more about the use of technology in customer service and ways to improve the service experience, Michelle Shell - a doctoral candidate at Harvard Business School - and Professor Ryan Buell conducted a series of experiments on the topic.
On September 25th, 2019 at 12:00 PM EST, in a live, interactive HBR webinar, sponsored by Five9, Shell will share insights from these experiments that are relevant to companies in all industries. These can be used to improve customer service and build trust with customers with a relatively low-cost change in design.
Michelle Shell Doctoral Candidate Harvard Business School
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Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences. |
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