2019 predictions for ambitious contact centres
JANUARY 30, 2019
Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. Some brands have even gone as far as embedding this methodology and mindset into customer service teams as well. In an age of increasing automation, leveraging the human touch effectively will define the success of brand engagement. Negative emotional outcomes drive us away from brands. It’s my favourite webinar of the year – our most popular and great fun!