Economists agree the U.S. is currently not in a recession, but 99% of business leaders recently polled by CFO.com say their organizations are preparing to cut costs this year amid economic uncertainty. It’s likely yours is, as well.
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Transforming customer experiences
Banks and credit unions face tremendous competitive pressure as the financial services industry moves closer and closer to commoditization and even disintermediation.
A new trend on TikTok features an influencer challenging a renowned chef to prepare a gourmet family meal on a $20 budget.
Imagine a world where a customer is searching for a solution to a question they have about your product. They skip the search engine – who wants to wade through answers to find the one that’s right and up-to-date? – and head directly to your website
An agent logs in to her computer and sees she has been assigned a callback to a customer who reached out the previous day about a missing credit card payment.
The nature of work is changing. The addition of new generations to the workplace, the lasting effects of the pandemic on consumer and employee behavior, and the need for resiliency amid economic uncertainty have combined to create a perfect storm of challenges for the contact center.
Whilst many of us remember the well-known story of Maria and the Von Trapp family in “The Sound of Music,” I suspect that many more will be able to recount, much less fondly, a “horror story” regarding their utility supplier.