Contact Center Customer Journeys Wireless 
TechSee
OCTOBER 10, 2019
The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past. Agent collaboration also enables a higher First Contact Resolution (FCR) rate by eliminating time-consuming escalations. What’s the climate of your contact center?
TechSee
JULY 18, 2019
Imagine this scenario: It’s Amazon Prime Day and you’re thrilled to have snagged the limited-edition wireless streaming stereo system you’ve had your eye on. Businesses hoping to compete in this modern marketplace need to adapt their customer-facing strategies to ensure every interaction is as quick and seamless as possible.
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CX Accelerator
APRIL 11, 2018
Breaking old habits is hard, but isn't having a better relationship with your employees and your customers worth it? Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s
Pointillist
JANUARY 19, 2022
How are you currently measuring this customer’s experience? Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. That’s why leading organizations are adopting customer journey measurement.
CSM Magazine
JANUARY 31, 2018
The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. This year, businesses should echo this technique in order to enable a more enhanced customer journey, reduced costs, improved efficiencies and far better consumer insight.
CX Accelerator
APRIL 11, 2018
Breaking old habits is hard, but isn't having a better relationship with your employees and your customers worth it? Karin Hurt is CEO of Let's Grow Leaders and a former Verizon Wireless executive. Karin was named on Inc.'s Home To CX Accelerator
Customer Bliss
JULY 19, 2018
When it comes to navigating silos, Sue emphasized that customer experience involves all departments and can’t be done in silos. All teams play a part in customer experience because their work contributes to the customer journey, so it’s imperative that you get all leaders on board as you plan for company-wide initiatives.
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