Customer Contact Blog

The Five Cs of True Omnichannel Experiences

By Samantha Starmer Vice President of Design - Digital Commerce and Identity Capital One     When I first started designing omnichannel experiences just over 10 years ago, I couldn’t find much guidance. Mobile was still nascent; neither the iPhone nor the...

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How Improv Made Me a Better Call Center Agent

By Evan Watson Library Research Coordinator Duke University Press Former Lead Advisor - Member Service Association of International Certified Public Accountants   Contact center agents should absolutely never make up answers when speaking with customers. This is...

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