Advance from Personalization to Customer Journey Orchestration
Pointillist
SEPTEMBER 10, 2020
Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Costs have doubled for this journey, as first call resolution (FCR) has fallen from 65% to 30% and call volume has increased significantly.
Let's personalize your content