“How may I hinder you?” That’s what customer service in the airline industry can feel like at times.
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Transforming customer experiences
I’ve noticed a lot of pictures on LinkedIn recently of the swag people are receiving from their new employers.
Contact centers are being tasked to improve customer experience (CX), but sometimes internal factors get in the way of success.
Turns out the pandemic prompted mass numbers of employees finally say, “take this job and shove it” to employers and careers they don’t like.
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.
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.
