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Is There Such a Thing as Too Much Personalization?
Still prayin'
Our Customers Are Complaining That We Don’t “Know Them.” How Can We Ease Their Frustration (and Our CSRs')?
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consulting services
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AHT
computer telephony integration
cross-channel
CSRs
customer experience
IVR
personalization
Is There Such a Thing as Too Much Personalization?
I've been thinking about the concept of "personalization" over the past couple of weeks and the notion of what is the right amount of personalization for business to consumer interactions. Doing a lot of travel as I do, I've gotten accustomed...
Published
09-24-2010 3:32 PM
by
Donald Davis
Filed under:
CTI
,
customer experience
,
personalization
,
IVR
,
cross-channel
Still prayin'
Inspired by Bon Jovi's "Livin' on a Prayer" lyrics, I posted several months ago about how we're "half way there" when it comes to certain contact center implementations. Here's another angle to the story, based on an...
Published
08-13-2010 1:22 PM
by
Rebecca
Filed under:
CTI
,
customer experience
,
AHT
Our Customers Are Complaining That We Don’t “Know Them.” How Can We Ease Their Frustration (and Our CSRs')?
We recently received the following question through our "Ask The Experts" form: Over the past year we've seen an increase in frustrated customers and Customer Service Representatives. Our customers feel like we don't know anything about...
Published
02-26-2009 11:15 AM
by
Brian Pia
Filed under:
CTI
,
CSRs
,
computer telephony integration
