Founder and Principal Melissa Copeland returns from a recent conference with insights about AI’s potential for elevating customer and employee experiences.
Hell hath no fury like an enraged customer. Your good work attracting right-fit clients can go out the door if your customer service people are not good.
When thinking about the transition to a CCaaS, it’s helpful to consider how a platform change impacts your organization in terms of channel strategy, infrastructure, process and contact flow, people and day-to-day operations.