The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with work from home requirements.
If you’re keeping up with the technology trends in the customer experience (CX) space, you’ll notice that Artificial Intelligence and Chatbots consistently being hyped up.
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting from point A to point B is becoming increasingly pressure-filled. And when you consider that according to the International Air Transport Association (IATA), the number of air travelers will increase from 4 billion in 2017 to 7.8 billion in 2036, it’s clear that flying isn’t going to become any less stressful in the near future.
Customers are the chief drivers for business. Without them, operations simply wouldn’t exist. Having top-notch products and services along with a way to effectively market them is how you’ll attract customers but when it comes to retaining them, both customer service and customer experience management have a huge impact on their loyalty.
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process of improving the customer experience in the contact center through the analysis of Interactive Voice Response flows.
Generally, when an organization is looking to be agile – they are looking to move quickly with their implementation. They want to get everything completed fast, and what tends to happen with an agile implementation is there is little forethought or strategy and launch is delayed because of unforeseen circumstances.