Don Macdonald on Muck Rack

Don Macdonald

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As seen in: Sudbury Star, The Guardian, Wiley, Sydney Morning Herald, The Scotsman, The Financial Brand, iPolitics, MyCustomer.com, Fort McMurray Today, CUInsight.com, The Megalithic Portal and
City editor, Sudbury Star
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Articles

Voicing Excellent CX

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By Don MacDonald, Don Macdonald 
| Contact Center Pipeline
As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer experience (CX) journey. And while CX pioneers constantly allude to the unmatched value of their human resources, there’s often a conspicuous gap between the spoken word and the reality on the ground.
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Voicing Excellent CX

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By Don Macdonald 
| Contact Center Pipeline Magazine
In the modern business landscape, the synergy of digital and voice data offers transformative potential for contact centre operations. As customer interactions diversify across multiple channels, capturing a unified view of these touchpoints becomes paramount. Integrating digital data, such as web browsing patterns or app usage, with voice recordings from calls, presents agents with a holistic understanding of customer journeys.
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Enterprises Need to Turn to the Contact Centre

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By Don Macdonald 
| MyCustomer.com
In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.
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