Travelling hopefully: the problems of accessibility
When customer journeys are actual journeys it’s hard to get a joined-up solution I love a challenge and this one seemed quite straightforward: two elderly people – my in-laws –…
Communication Analytics Information Innovation
Speeding up innovation in the call centre
Suppliers can help speed up innovation in the call centre by changing their “sales battleground” When a customer wants to communicate or receive service from a brand, the expectation of…