Companies recognize that customer service representatives can be key brand ambassadors for their customers, so they're beginning to emphasize quality over quantity.
Customer experience expert Jon Picoult explores whether teams should create exceptional, loyalty-enhancing moments for customers—or simply make it effortless for customers to do business with them.
Companies that offer too-complicated experiences to customers could be leaving a lot of revenue on the table.
Companies looking to capitalize on RPA and chatbots sometimes fail to take customer feedback and expectations into account and optimize the automation they have in place, leading to bot sprawl. Here's how to avoid it.