amir

If I asked you what today’s contact centers are most concerned with, what would you say? I bet customer service and efficiency make your list. If you work in a large healthcare, financial services, or insurance contact center—then security is probably right at the very top. Security, CX, and Costs: Things that keep contact center leaders up at night The bad […]

Customer expectations and regulations have changed significantly since Harry Gordon Selfridge coined the phrase “The customer is always right” more than 100 years ago. In this continually changing environment, where companies are increasingly competing on service, contact centers can no longer handle complaints manually—to do so risks fines, reputational damage, lost customers, a missed opportunity […]

There will always be a need to improve customer journeys, whether you’re Apple, or a small business, or a public sector agency trying to make experiences smoother for citizens. Whoever coined the phrase “customer journeys” was brilliant. Just think about a road trip across your state or country. Stretches of the road are smooth, but some are […]