Measure to manage customer experience

In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature. In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only one part of the consumer’s overall experience with a company. There are many variables that can affect how people perceive customer service and no single…

Changing the game

How can the voice infrastructure enrich and be enriched by digital engagement capabilities, both simply and effectively? The answer’s omnichannel platform.