Dimension Data > Customer experience (CX) > Contact centres have changed: Analytics is showing us that the customer is now rarely, if ever right

Contact centres have changed: Analytics is showing us that the customer is now rarely, if ever right

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The narrative in customer services from the past 25 years at least has been: ‘the customer is always right’. But then came digital customer service and the world was turned on its head.

Now companies can predicate what customers want with a fair degree of certainty, before they’ve even imagined they need it.

Hangout with Dimension Data contact centre experts as they discuss the digital prophecy and other issues affecting the contact centre globally.

Watch hangout here:

Meet the experts:

Andrew Mc Nair

Andrew McNair

Head of Solutions and Global Benchmarking (Moderator)

Rob Allman

Rob Allman

Group General Manager – Contact Centre

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Neville Cousins

Technology Director – Communications BU

Paul

Paul Scott

Global Consulting Executive