by Heather Hughes on December 1, 2016
I wonder if most marketers think in-depth about the contact center and customer service experiences when they map, model, and work to optimize customer experiences and the customer journey. Maybe we should get more involved. Over the last few years I’ve worked with a SaaS / cloud contact center software leader. Their research has revealed […]
by Heather Hughes on October 27, 2016
Can anyone say multichannel marketing, or omnichannel service, or, “I’ve got to transfer you to another agent because I don’t have access to that system. Please hold.” Let’s just slow this train down and get real. This is the stuff of complex systems creating more complex problems in our complex world. Can we just get […]
