TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Kustomer

NOVEMBER 25, 2021

So, the article you’re referring to, we wrote this article back in 2010. This was a multi-year, probably 10 year plus research effort. I mean that was 2010 you said was that came out a couple of years later. So given that I still think it’s right, I know repeat channel flipping is bad Matt.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Kustomer

MARCH 12, 2020

Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is. Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52