The term customer empowerment has been a trending topic in not only the contact center but the entire world of consumerism. The concept signifies the behavioral economic and cultural shift in the way consumers and service-oriented brands interact – the stats behind what consumers are demanding and what “customer centric” businesses are actually giving them.
Featuring insights from The CCW Digital analyst team, as well as Verizon’s VP of Global Sales and Service Centers, this guide will help you learn how to:
- Determine and shape customer expectations with a methodical strategy
- Re-think the state of self service channels like chatbots
- Instill gamification to improve employee engagement and productivity
- Operationalize boring processes through app integration
- Incorporate automation to increase humanization and drive positive culture