Don’t Drop the Omni-Channel Baton and Win the CX Relay Race
CSM Magazine
MAY 30, 2023
While many people will give you a second chance, an astonishing 3 in 5 consumers say they’ve switched brands due to negative contact centre experiences. It has collected the necessary information and perhaps even partially resolved the customer issue, but can’t quite make it to the finish line therefore needs to hand over to an agent.
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