Tag Archives: Customer Experience

Why Specialized Agents Are the Future of Customer Service

Why Specialized Agents Are the Future of Customer Service

Many elements need to come together to provide an optimal customer service experience. The contact center is a place for optimization, engagement, service, specialization, enablement and support. Unfortunately — despite investments in people, processes and technology — the contact center still has a lot of room for improvement.

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The IoT Brings New Meaning to the Omnichannel Customer Experience

The IoT Brings New Meaning to the Omnichannel Customer Experience

Companies hoping to succeed in 2019 and beyond (and what company doesn't?) must continuously up the ante on the customer experiences they deliver.  According to research from customer experience consulting firm Walker, by 2020, customer experience will overtake price and product as the key brand differentiator. To win customers

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