CCThinking

Seamlessly Resolving Online Customer Struggle

Seamlessly Resolving Online Customer Struggle
Leveraging Advanced Customer Analytics in theContact Center to Drive an Improved Customer Experience.  

A Downloadable ThoughtBurst Thought Leadership White Paper                                                            

Delivering a consistent experience across digital and contact center channels can be tough. This is compounded as customers are increasingly moving between channels to get their problems solved or issues resolved.

Barriers to Positive and Lasting CX Change

Barriers to Positive and Lasting CX Change
The Impact of Cultural and Individual Resistance on an Organization's Ability to become Truly Customer-centric.  

A Downloadable ThoughtBurst Thought Leadership White Paper                                                            

Contact Center 2020 - From forgotten cost base to thriving interaction hub

The core objectives of today's contact center differ very little from the call center of 20 years ago – that is, to effectively and efficiently respond to customers contacting the organization.  However, the technology that has become available during that time period has provided the opportunity to move from call center to a virtualized multi-channel and multimedia environment that has most recently become social media community enabled.

Initiatives to support this move include:

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