Listening To Your Customers Is Like Growing Up
Over the past years, I have worked with many clients around the globe implementing powerful voice of the customer (VoC) programs. One of the most common themes I see is management’s impatience in asking for results and the customer experience teams’ frustration about...
Self-Assessment Requirements for Contact Center Interaction Analytics
Contact Centers are at the heart and core of any organization. They are the perfect vehicle for the business to understand what their customers need, want, desire and expect. Contact centers are where brand image and customer satisfaction levels can be made or crushed...
In Pursuit of an Excellent Customer Experience
There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer Experience (CX) ball! Personalizing a customer’s journey with...
Customer Preference – It’s Personal
I’ve been reading a lot recently about the importance of contact centers learning and understanding customer preference. According to industry magazines, predicting customer preference seems to be the thing to strive for today. The theory behind it is that customers...