The customer experience battle is being fought in the call center. Whether it’s a service line or an inside sales call making first contact, the phone is often the medium that matters in moments of truth. When customers are talking to an inside sales rep or an agent in a support organization, the ideal interaction is often described by customers as “a conversation” — just the customer and the company representative on the phone, talking through the issues together, person to person. However, those conversations may not be strictly one-on-one.
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Future Whisper Coaching: Will AI Do All the Whispering?
Posted by: Chris Bucholtz January 23, 2019 07:00 AMThe customer experience battle is being fought in the call center. Whether it’s a service line or an inside sales call making first contact, the phone is often the medium that matters in moments of truth. When customers are talking to an inside sales rep or an agent in a support organization, the ideal interaction is often described by customers as “a conversation” — just the customer and the company representative on the phone, talking through the issues together, person to person. However, those conversations may not be strictly one-on-one.