HGS
MAY 27, 2015
Transactional to Consultative. Complex services are characterized by consultative, advice-based support provided by highly qualified agents with deep domain knowledge. The contact center’s location, to a large extent, governs its ability to provide complex support services. Training, Training, and More Training.
Connecting the Dots
JULY 27, 2020
A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. This work led to a contract with Elliot Richardson, Secretary of HEW (and then Attorney General) to review consumer advisory boards across the whole government.
ClearAction
DECEMBER 14, 2017
All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Customer experience improvement — process-wide problem resolution and prevention.
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