by Annette Franz | Dec 8, 2021 | artificial intelligence, automation, contact center, customer experience, customer service, employee experience, Uncategorized
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane, repetitive tasks, it takes them away from what’s...
by Annette Franz | Feb 12, 2013 | contact center, crm, customer service, social media
Today I’m pleased to present a guest post by Erica Bell. The customer experience is what keeps customers coming back. While customer service, products, and brand reputation all influence a consumer’s decision, these are only part of what turns a first-time buyer...
