The Three Customer Service Megatrends
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of …
Tag Archives: Contact Center
Why does optimizing the customer experience need to be a holistic and integrated must?
Optimizing the customer experience is a must for the whole organization. We need to see the whole customer, not just …
Customer experience: Can it be managed?
There is a whole discipline around customer experience management. Ton’s has been written about it. Digital technology supports it. Can …
Contact center customer experience trends to stay on top of for 2016
The pace of change in the customer experience is moving fast. Consumer expectations are ramping up to the highest common …
Why is marketing integration critical to the digital experience at the contact center?
We know we have silos. We know they are not useful. As leaders, we must insist the customer service (the …
Is your contact center focused on the experience?
Is your contact center loyalty focused and focused on the experience of the customer? As a consumer, I do have …
Digital Business