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...
Key Considerations to Help Transform Your Customer Experience
Change is hard, and recently we have all seen rapid, juxtaposed and mostly uncomfortable change in the world that has directly impacted our daily lives. In business over the last three years, I have also correlated that to the sudden interest by employers in my...
Data Drives CX Success in 2022, with Social Media Leading the Way
In Frost & Sullivan’s 2022 IT Decision-Maker Survey, enriching customer experience, improving brand equity, and promoting digital commerce were cited as the top three business goals for the coming year. Businesses must leverage the wealth of available data...
Leverage these 6 Opportunities to Create a Better Customer Experience, Post-COVID
“Post‐COVID” is not just a feel good term! I see the end of this long and dark tunnel, after witnessing 28 out of 30 narrow body jets in long term parking at the Piedmont Triad International Airport (GSO) return to service; witnessing aircraft production rates ramping...