There will always be a need to improve customer journeys, whether you’re Apple, or a small business, or a public sector agency trying to make experiences smoother for citizens.
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Transforming customer experiences
Depending on how you treat your agents, it might feel that way—and they’re not the only ones suffering as a result.
Customer expectations and regulations have changed significantly since Harry Gordon Selfridge coined the phrase “The customer is always right” more than 100 years ago.
California is cracking down on consumer privacy non-compliance, and the wave of regulation is just beginning. There’s a gap between what customers expect in data security and what organizations are, in fact, delivering. Contact centers should expect to come under real regulation scrutiny. Want to get ahead of the tidal wave? Smart compliance is easier than you think.
As digital transformation irrevocably alters the business landscape, customer experience (CX) has become the No. 1 priority driving service and other activities in the contact center.
If you set out a suggestion box on the call center floor, do employees look over their shoulders for a camera trained on the box to record their every move?
Just a few years ago, managers in traditional brick-and-mortar contact centers could listen to just a tiny fraction of their agents’ conversations from an agent sitting across the site.
