3 Things To Do About Your Customer Understanding Deficit
Listen to this episode to gain an edge on your competition, and better serve your customers and prospects.
Nicole France joins Patrick Morrissey. She’s the VP of Constellation Research. Everyone wants to claim they are a customer-centric, customer-focused, customer-360 company. But we know as consumer and business people that isn’t actually the case. Nicole has recently published some research about the insight-driven experience. To understand insight-driven design, you need to know the definition. It’s the sum of everything you know about your customers, including a clear understanding enabling you to anticipate their needs as it relates to your business relationship with them. You’ll want to listen to this episode to gain an edge on your competition, and better serve your customers and prospects.
February 12, 2020
Learnings from Contact Center Leaders
If you’re a contact center leader, this week we’re talking all about you. What’s going on in your business? How are you handling staffing in a strong employee market? How are you navigating modern metrics post-pandemic?
Samantha Middlebrook, Senior Director of Product Marketing and Product Management for the Contact Center Productivity Business Unit here at Upland Software, joins Pete Wright to share her lessons learned from contact center leaders around the world.
Enhancing Customer Service in a Personalized Contact Center
Denis Francoeur talks about the evolution of contact centers, how expectations have changed for agents and customers alike, and how personalization is a game changer for customer experience and satisfaction.