Customer Engagement for Contact & Support Centers
- May 6, 2019 3:18 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
It is an ever-changing world with technology in the forefront of its evolution. Generationally, there are high expectations for service providers to live up to: iGen wants to interact via automated assistants by paying its bills through Facebook Messenger; Millennials don’t even check electronic mail, mainly relying on text as their primary form of communication; Gen X’ers still use AOL and yahoo email addresses as their classic correspondence method; and Baby Boomers become annoyed if they have to speak to an electronic voice on the telephone because they expect to talk with a live person. No matter the industry, customer engagement is the key to customer satisfaction and positive outcomes.
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