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.
Despite Digital Preferences, Millennials Want to...
Millennials are famously digital savvy. But it doesn’t mean they don’t want humans delivering their customer service.
Don’t Chatbot Me: Consumers Want a Human on the...
Is digital transformation taking human dialogue out of the customer service experience? Here’s why you need humans in your strategy.
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