Tag Archives: customer experience

Technology Innovation for the Contact Center Headset

Q&A with Plantronics designers Lead designers Soohyun Ham and Karim Damji answer key questions on how Plantronics created the all-new EncorePro Family. From putting themselves in the customer’s shoes to future gazing, they explain what inspired one of the most advanced contact center headsets available. Where do you find inspiration for your designs? Soohyun: Every process is different but I like to go and interview people. … Continue reading Technology Innovation for the Contact Center Headset »

Critical Moments of Truth for Customer Service

Your customer’s preferences are changing.  In the past, their default action would have been to pick up the phone.  Now, well they still pick up the phone, but they’re probably using it to get a hold of your automated FAQs.  Yet what happens when your IVR can’t address your customer’s issue and your website or social channels aren’t sophisticated enough to provide a resolution? Your … Continue reading Critical Moments of Truth for Customer Service »