Customer experience starts with staff
Companies seeking to improve customer experience to boost business may be overlooking a critical component in the mix: staff. This is according to African contact centre experts polled for a new African contact centre trends publication produced by Interactive...The role of the contact centre
As customer experience becomes the primary competitive advantage in business, the role of the contact centre is changing significantly. But whether it becomes the heart of the business or a component of the bigger machine depends on the business, say African contact...Managing the customer experience
The ultimate result of today’s many business challenges is that it is more important now than ever that companies know their customers better. That is the end goal of customer experience management, and yet, many companies still fail in obtaining a holistic...The customer experience is a journey
Customers are the lifeblood of any business, and many organisations have become exceptionally good at creating excellent individual engagements and interactions with their customers, says Shailendra Singh, business director of Africa Region, South Africa, Wipro. However, in today’s socially connected, “always-on” world, the customer experience is no longer about isolated incidents.