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Don Macdonald
Verified
City Editor, Sudbury Star
Beats
Content
By Don MacDonald, Don Macdonald Verified| Contact Center Pipeline Verified As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer experience (CX) journey. And while CX pioneers constantly allude to the unmatched value of their human resources, there’s often a conspicuous gap between the spoken word and the reality on the ground.
By Don Macdonald Verified| Contact Center Pipeline Magazine Verified In the modern business landscape, the synergy of digital and voice data offers transformative potential for contact centre operations. As customer interactions diversify across multiple channels, capturing a unified view of these touchpoints becomes paramount. Integrating digital data, such as web browsing patterns or app usage, with voice recordings from calls, presents agents with a holistic understanding of customer journeys.
By Don MacDonald, Don Macdonald Verified| Contact Center Pipeline Verified As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer experience (CX) journey. And while CX pioneers constantly allude to the unmatched value of their human resources, there’s often a conspicuous gap between the spoken word and the reality on the ground.
Company Info
Sudbury Star
Read the latest Sudbury news. We have you covered with all the latest breaking news, stories and updates affecting Sudbury today.
Ontario, Canada
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