Monthly Archives: April 2014
Caller Experience – To Improve, Use Emotion or Data?
A topic frequently discussed in Customer Experience (CX) circles is whether emotion is given enough significance in assessing current state and designing future state experiences. Dependent on the situation, it seems that either emotion or data is given a preponderance of importance. There are a myriad of reasons for out of balance CX assessments and designs. Drivers for out of balance approaches include, but are not limited to: CX professionals’ personalities, clients’ personalities, clients’ industries, channels addressed, and other factors. The reality is that to properly address customer experience in contact centers, a balanced approach will produce the best outcome. VoxPeritus uses a two phased approach … …more