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Kategoria: Connected Customer

Contact centers (yesterday, now, tomorrow)

Contact centers (yesterday, now, tomorrow)

Not everyone feels confident that they are getting the best possible help when they call a contact center for assistance. This skepticism often extends to the technology being used when a customer calls with a question. This is important since the technology that the person handling the call can determine how well they do their jobs as well as the kind and amount of information they have about the caller. Technology that provides context about the customer is still a rarity. Let’s take a look at how contact centers have changed over the years and […]

I want it all and I want it now—what (hyper)connected customers are all about

I want it all and I want it now—what (hyper)connected customers are all about

You’re probably familiar with Queen’s song „I Want It All„. You’ve probably also heard the expression „connected customer” or „hyper-connected consumer” (used to describe people who are almost constantly connected to the internet in some way via computers, tablets, smartphones, e-readers, IoT devices, etc.). But do you know what these two things have in common? Yeah, you guessed it – it’s mostly the fact that some of the lyrics very nicely describe the idea of connected customer: So much to do in one lifetime (people do you hear me) Not a man for compromise and ‚wheres’ and ‚whys’ and living lies […]

By Daniele Zedda • 18 February

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By Daniele Zedda • 18 February

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