By Staff writer
Emotional intelligence is a vital element to understanding customer needs. Colin Hay, VP sales at Puzzel, explains how contact centres that blend technology with the human touch will reap rewards in the digital age.
By Staff writer
Once upon a time, in an enterprise far, far away, there lived a valiant IT manager and team. The team kept its company’s precious data safe from the evil, horrid hackers. One day, a breach occurred and sensitive data was stolen. Luckily, the company recovered but only just.
New technology, automation and new ways of communicating particularly through social media have revolutionised the customer service landscape.
Customer behaviour has changed markedly over recent years and contact centres have responded with technology that matches the way customers want to interact with businesses.
