Customers have simple expectations. They expect the brands with whom they do business to know who they are when they reach out. Customers also expect these brands to be able to call upon past information to quickly resolve their issues.
The problem is, if companies don’t have strong analytics capabilities in place, they will have a hard time feeding their associates the insights they need to meet – and exceed – these seemingly basic desires.
The result, not so surprisingly, is frustrated customers that are likely to take their business elsewhere, and unhappy employees that are less likely to be engaged with their work. Beyond talking points and lip service, what is the true state of customer centricity? Read more
Somos el medio digital especializado en la industria de contact centers & BPO más leído del habla hispana. La primera publicación en recibir un Premio internacional por su labor, World Quality Commitment Management 2016, otorgado por el grupo BID en París, 2016.