Kelly PetersonOct 8, 20202 minConnect The DisconnectsCustomer experience (CX) is the sum of all touchpoints the consumer has with your business and brand. The goal of any business is to, at...
Kelly PetersonSep 23, 20202 minRemoving Disconnected ProcessesThe third disconnect within contact center operations is Disconnected Processes. Organizations separate front and back office operations...
Kelly PetersonSep 16, 20202 minPiecing Together Disconnected DataThe second of the three disconnects affecting a customer’s journey is Disconnected Data throughout contact center operations. I think it...
Jamie Kennedy, Sr. Product ManagerSep 9, 20203 minOvercoming Disconnected InteractionsIn our last article (found here), we identified three areas of function within contact centers which any or all could cause a...