![]() One answer is to use the tools already on our desktops to break down the digital fences within organizations. With the acceleration of digital automation across the customer engagement industry, how can we protect live service experiences, lower customer effort, and help engage an entire organization to provide service to customers? Building bridges, not fences, for great customer experiences Needless to say, it was not the best experience I ever had. When I did get through to my account manager, he then needed to check with the contact center agent I had just spoken with about why the account status was not able to be cleared, and that required yet another call, sending me in a seemingly endless circle.Īt that point, what should have been a simple service request uncovered the organizational fragmentation that was so well hidden across my bank’s contact center and knowledge worker applications. After calling my bank’s contact center with a request for one of my accounts, I was politely told “ I’m sorry, I can’t reach your account manager at your regional branch office, who will need to authorize this request. ![]() ![]() Recently I had an experience that many of us are familiar with. As customers, we each have a vision in our minds that represents the best customer experience we’ve ever had, and we measure every future experience against that benchmark. ![]()
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