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Post by shiyabul on Aug 20, 2024 1:15:29 GMT -6
Calabrio research shows, however, that % of consumers still rank phone interactions as having the biggest impact on their brand perception, and that they expect a real live human agent to be available when they want one. Time will tell how underinvesting in the CX like this will impact the airline company: but they’ve likely taken their cost-cutting endeavors a step too far. These are only a couple examples of many https://lastdatabase.com/ poor CXs, unfortunately: but we’re starting to see customers and lawmakers work together to enforce change in industries that have otherwise been able to deprioritize the CX. What’s clear today is that the age-old strategies of these high cost of entry industries are starting to crumble and they’re going to be forced to enhance the CX: and therefore better prioritize the contact center. Three Ways Contact Centers Will Evolve to Insights-Driven Excellence Brands that are serious about positioning their contact centers as strong brand guardians will evolve by capturing better, richer voice-of-the-customer (VoC) data, transforming that data into usable insights, and applying that data to their daily interactions. So, what will this look like as we approach the second half of ? Here are my three predictions.
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