The contact center agent is perhaps the only human touch a customer will have with your organization. Do you really want to transfer this relationship to an automated telephone agent? Even one as good as Julie?
How often do werecommend a business decision that flies in the face of facts that seem to tell you to go the other way? How often do we just ignore the facts because we want to do something else that is likely doomed from the start?
Timing is one of the major “customer contest” factors we must get right.
Customer Experience News