by Dr. Natalie | Sep 12, 2018 | Agent-assisted service, AI, Artificial Intelligence, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, Leadership
Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...
by Dr. Natalie | Apr 6, 2016 | Chief Revenue Officer, Contact Centers, Customer Experience, Customer Service Agents, Digital Disruption, digital transformation, Dr. Natalie's Blog, Organizational Change Management, ROI of Contact Centers, ROI of Customer Care, ROI Of Customer Experience, ROI of Customer Service
Want to know a paradigm that has always been false, but many people believe it? Organizations are battling each other to deliver the best customer experience for the right customer at the right time in the right channel. Customer service and customer engagement now...
