In our last blog, we talked about the difference between multichannel and omnichannel and how not understanding the difference can truly hurt your brand. Today we’re taking a question-and-answer approach to further explore the concept of a customer-centric omnichannel strategy.
We talked to Ted Nardin, STARTEK’s dialogue expert and president of the STARTEK Science Lab, and Dwain Kent, STARTEK’s Director of Customer Experience and Engagement, to get their insights on the topic.
While the entire healthcare ecosystem continues to wrangle with market and regulatory uncertainty, one thing is certain: adapting to the new reality of the empowered healthcare consumer remains a massive challenge. In particular, many payers and... Read More
With the rise of digital channels and self-service technologies such as chatbots and other artificial intelligence (AI)-based technology, are we seeing the end of human interaction with the engagement center (contact center)? Likewise, does the... Read More