The old African proverb says it takes a village to raise a child, leveraging the cultural context of community. The same is true in the call center to improve customer experience metrics. Why have customer experience metrics remained flat despite contact center technology becoming more sophisticated and widespread?
Subscription-based retail delivery companies like Stitch Fix, Dollar Shave Club and Birchbox have exploded and are changing the way consumers shop. A recent study shows subscription box sites have grown nearly 3,000% in the past three years.
Chit-Chat is Nice, But Good Dialogue Drives...
It takes good dialogue to drive customer satisfaction. What’s good dialogue, you say? Here’s a hint: it’s not chit-chat.
Busting the Conversation Myths: How Dialogue Can...
Does conversation with customers hurt or help metrics such as NPS and CSAT? We bust the myths around dialogue.
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