CONNECTING THE CUSTOMERS
BY BRENDAN READ; Q & A WITH EXPERT PANEL
FINGER ON THE PULSE?
I shopped at a retailer and bought one bottle of glass cleaner. It cost less than $ 5. I received two emails asking how satisfied I was with the product. Really?
I went to my bank to handle a transaction. Before I got back to the office, I received an email about my experience. Really?
I took my car for routine maintenance. I received two emails asking for an outstanding 5.0 score on their survey. They told me how to score them. Really?
We are surveying people at an alarming frequency. Yet meaningful feedback remains harder than ever to obtain.
KEEPING THE CUSTOMER INTERACTION TRAIN ON TRACK
KPIs
PAGE 24
AI IS NOW HELPING CUSTOMERS MOVE FORWARD.
BY AMBER SAHDEV
I would love for you to share your opinions with me on how we are doing, but I realize I can’ t send a reader survey. It would likely be deleted from your inbox before opening.
Still, I would love to hear what is going on in your contact center that is keeping you up at night. Are there topics you would like to see us report on that we aren’ t covering? If
you wish, please send me an email, linda @ contactcenterpipeline. com.
Thank you. Have a great month.
PAGE 44
RUN YOUR CONTACT CENTER LIKE
A STARTUP
HERE’ S HOW WITH VOICE AI ADOPTION.
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