Perceiving the quality of your customer service, communicating it effectively to all players, and learning how to improve it is a real challenge, especially now that buzz words such as customer journey and customer experience are stronger than ever.
Home agents is not a new concept, but still a very relevant one, due to the rising numbers in cloud contact center deployments. Companies operate on a global world and need agents across the several regions and with different skills to be able to achieve customer retention and loyalty regardless of the agent´s location.
“Without big data, you are blind and deaf and in the middle of a freeway.” – Geoffrey Moore
Mass marketing days are gone! Your customers now expect highly personalized, individual attention when they contact your company. Companies can benefit from the Big Data available for each customer to be able to increase the personalization from one interaction to the next. Nowadays you can Use Big Data for a continuous, incremental enhancement of the customer journey to improve the outcome of the customer experience.
Keep reading to find the 3 key principles that you cannot miss.
Disneyland is the correct answer in case you got that wrong!
Even though it´s kind of hard to believe, it is a real city, and a very big one. Disneyland is the world´s most multicultural city, both in terms of habitants and visitors. They have it all, from mice to ducks, not forgetting the lions and humans.