John Yarbrough

There are two constants in the contact center. Customer expectations are evolving, and contact center leaders are working to elevate the customer experience. Whether evaluating new support channels, providing more agent training or assessing areas to further streamline operations, for most contact center leaders, success is predicated on the ability to measure, evolve and improve.

Every business aspires to be loved by its customers. However, creating a customer experience that engenders lasting customer loyalty and affection requires organizational-wide commitment and prioritization, often with C-level support. For decades, the call center has served as the frontline for the business, offering customers a way to interact directly and receive support from a company.

July 20, 2020 by Ryan Purvis, Heather Bicknell, Dominic Kent, John Yarbrough Visit Website Summary Lessons learned after a month of trying to replace email with other forms of digital communication. Show Notes Electronic mail emerged in the 1960s and, unlike 8-tracks or Woodstock, remains heavily in use today. Even as usage of persistent chat and video conferencing tools surges, email remains the most popular form of business communication.