Crowdsourcing – A Modern Agent Job Description for a New Business Landscape
Moderated by: Arnell Davis Senior Director, Enterprise Service Center Bristol-Myers Squibb Company Moderated by: Fred Kleiman Vice President, Customer Service AMC Networks...
Contact Centers are Here to Stay: How an Intelligent Use of Contact Channels Delights Customers and Drives Efficiency
Abstract: Customers use the path of least resistance to get a resolution to their problem, increasing channel adoption to channels which companies know will provide quick, efficient servicing can be frustrating and more often than not, devalues the return on...
Preview: SUCCESS STORY – Real‐World Initiatives that Increased CSAT
Engaging customers and providing world‐class experiences is nothing new, yet so many organizations get it wrong at the most basic level. When customers must contact a company for help, they expect just that, help. And often, companies do anything but help customers...
Data and Behavioral Science: The Twin Pillars of Strong Customer Experience
After nearly two years of watching our world go online in ways we had never imagined before, a key question that emerges is how are people crafting for engaging experiences online? Given that our attention is just one scroll away from disengagement and one click away...
