The Basic Experience of Calling a Contact Center Hasn’t Changed in 30 Years. Why?
Our smartphones have revolutionized the way we live life. Their embedded sensors and digital capabilities change the way we live our lives. Consider the…
Tag: customer experience
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Reality Check: There’s Far Too Much Friction AND Fraud in Contact Centers
There’s a general consensus around the idea that business leaders must choose between fighting fraud and creating friction on the customer. Since we are…