CMO Wake-Up Call: Actionable Insights Await In The Contact Center – thnxz @incontactCMO


Marketers are abuzz over numerous new ways to reach out and engage with customers“.

by Mariann McDonagh. Follow Mariann @incontactCMO

Social media is becoming a mainstay, mobile marketing is surging, and voice-of-the-customer (VoC) research programs are in vogue. Marketers are even setting up command centers to track and analyze online customer feedback. We’re learning how to listen, relate, adjust, and respond to customers in ways we never imagined.

ARTICLE HIGHLIGHTS:

  • The contact center presents a unique opportunity to hear the real voice of the customer.

  • Actual customer conversations are potentially more authentic than research gleaned from controlled studies.

  • Your contact center is on the front line of customer service

    Full article? here 🙂

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Autor: Gabriel Catalano - human being | (#IN).perfección®

Lo importante es el camino que recorremos, las metas son apenas el resultado de ese recorrido. Llegar generalmente significa, volver a empezar!