It’s a common part of many contact center calls: the transfer. But while frequently used, transfers can be loaded with pitfalls. They have the potential to frustrate callers and associates alike – callers don’t like spending extra time on a call or, worse yet, having to repeat themselves; and associates worry about transfers’ effects on average hold times and customer satisfaction.
But transfers don’t have to be negative experiences. When...
Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology.
Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022.
The state of brick-and-mortar
Brick-and-mortar, physical retail locations, rely on being interactive spaces. Customers feel the product and build relationships with the brand.
These attractions took a hit in the pandemic. In the wake...