Responding vs Reacting in Customer Service

Today’s interview is with Micah Peterson, a member of the founding team and the VP of Product Management at ProcedureFlow, the next-generation knowledge management software that is designed to help companies visualize and navigate processes. We talk about two delusions that exist in the service space, particularly at the VP level, why followed procedures reduce AHT, how customer service can often be the dumpster fire of the company, and how text-based knowledge bases tend only to have a 3-year lifecycle unless they are properly cleaned and managed before they become completely dysfunctional.

This interview follows on from my recent interview – The autonomous enterprise is like a North Star vision of where business is going – Interview with Kerim Akgonul and Peter van der Putten of Pega – and is number 478 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.