A Bottle of Shampoo and Digital Customer Experience

Make no mistake, 2021 is the year to focus on how to ready your contact center to handle larger call volumes on multiple channels. But it’s an opportunity to up your game in the employee experience department by giving agents the tools and help they need so that they can advance, most importantly it gives you an opportunity to continue pushing your organization to deliver meaningful and enjoyable customer engagements that build lasting relationships. Below are the three important lessons about digital customer experience: Lesson 1: The BIG Lesson – Customers want to solve the issues themselves when it makes sense Lesson 2: The Need for Speed – Used correctly, chatbots can greatly accelerate routine engagements Lesson 3: The lesson that is hidden from customers Full article: https://www.niceincontact.com/blog/a-bottle-of-shampoo-and-digital-customer-experience
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