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Results 1-2 of 2 for David Barrow.

Cost Deflection Out, Customer Experience In, Part 2

Companies that seek to automate the customer service process to cut costs often alienate customers instead, as Part 1 of this two-part series reveals. Some companies, though, are finding ways to incorporate informed, personal interactions into their customer service programs, and are treating every...

Cost Deflection Out, Customer Experience In, Part 1

"Your call is important to us. Please hold." "We've automated our phone system for your convenience." "Our agents are busy helping other customers." As consumers, we are all too familiar with these rote statements that are somehow supposed to make us feel all warm and fuzzy while we cool our hee...

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