2020 Pipeline Publishing Group, Inc. All Rights Reserved.
The material on this site may not be reproduced, distributed, transmitted, or otherwise used, except with prior written permission of Pipeline Publishing Group, Inc.
Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.
Operations Contingency Planning COVID-19 Customer Retention Coronavirus
Repeating a hold message every 20 seconds will almost certainly increase abandons. People don’t need to be reminded constantly that they are on hold.
Operations Service Delivery COVID-19 Customer Retention
If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.
Technology Self-Service White Papers COVID-19 Customer Retention
Emotion is ‘a complex reaction pattern, involving experiential, behavioral and physiological elements.’
Strategy Customer Experience COVID-19 Customer Retention