NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. As contact centers continue to become drivers of business growth, there are significant quantitative and qualitative results to consider.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 120

Kustomer

NOVEMBER 25, 2021

So, the article you’re referring to, we wrote this article back in 2010. And I think we kind of, at one point we just felt like we had enough for a book, and we pulled up and published the book, but the HBR article in 2010 was called Stop Trying to Delight Your Customers. Matt Dixon: (26:35) They solve the problem, they own it.

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. So, the article you’re referring to, we wrote this article back in 2010. I mean that was 2010 you said was that came out a couple of years later. Matt Dixon: (05:03).

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52