Frictionless Customer Experience – Should This Be Your Goal?
In 2016, an estimated $4.6 trillion of merchandise was left in abandoned eCommerce shopping carts. The US economy loses $3 trillion in productivity annually due to excess bureaucracy. China’s economy as measured by gross domestic product (GDP) grew a cumulative $82 trillion more than India’s from 1987 to 2017, even though the two economies were […]
The Contactless Approach to Customer Service
In the last year, most things have moved remote and online as far as customer service is concerned. Agents working from home will be the norm from now on, and the customers would want to get in touch with an agent only when necessary. The contact centers have discovered that moving their agents to […]
Agent Experience Is an Essential Piece in the Customer Experience Journey
There is very little room for error when it comes to customer experience. In 2021, as is the case with every year, consumers will care even more about the customer experience than they did earlier when deciding which companies to support or buy from. Any friction in the customer journey will mean loss […]
Customer Experience Journey – It Is About How You Respond to a Negative Experience!
I was working for an organization where we had many customer relationships. After being with us for two years, one of the customers decided to look at other providers for their needs. When we inquired, we were told that they faced three issues in the last two months, and they weren’t handled well by […]