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Coronavirus is Transforming Every Aspect of Customer Experience

bold360 Blog

Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contact centers. You can also utilize messaging services like WhatsApp to expand your customer reach outside the physical store. A final important area of focus is enabling self-service capabilities.

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Serving as a Real Kitty: How to Give Authentic Customer Service

CSM Magazine

Scripts, protocols, rules, and regulations often keep front-line service people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contact center agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.

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Customer Rage Study Podcast: Interview With Scott Broetzmann and Mary Murcott

Connecting the Dots

But whenever I call a contact center now, I dread it. And, when you think about it, in contact centers today , at least by my experience, a lot of these sorts of measures are tending towards validating that things are OK. They have to do with the simple non-monetary remedies. It goes both ways.