In preparation for an in-depth analysis of Customer Experience and its connection to customer loyalty and satisfaction, the Nuance Creative Services team decided to take a look at online-based or "non-brick and mortar" companies that: Consistently rank high in customer satisfaction surveys...
Posted to
Nuance Enterprise Connect Blog
by
Ilene Kaminsky
on
07-29-2009
Filed under:
Filed under: customer experience, blog, CSRs, IVR branding, customer service representative, analysis, contact center, Self Service, strategic planning, corporate social media, Zappos.com, customer loyalty
Contact Centers are interesting entities within a business, as a group they are even viewed as an industry of their own. Some are strictly a cost center, some generate revenue. Some provide agents with the latest technologies at their fingertips, while others can be described as "less than optimal...
