Episode 9 - Omni Channel Is Bulls***t

Waiting for Service

English - May 09, 2016 01:50 - 10 minutes - 13.9 MB - ★★★★★ - 19 ratings
Management Business business callcenter contactcenter customerexperience customerservice Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Episode 8 - The Place For Humans In the Customer Experience with Jamie Ham

Next Episode: Episode 10 - Evolution of International Contact Center Outsourcing

Customers have lots of legitimate complaints about customer service - automated systems that seems to have been designed by sadist. They are constantly punted from one department to the next, and they have to repeat their problem over and over as they are punted from one person to the next like a football on 4th and 25. prioritizing where to focus can be challenging but for heaven’s sake we shouldn’t be focusing on a unicorn like omni-Channel