And have you really done what it takes to win the battle for customers? Check the latest article from Ventana Research to find out.
There is a lot of buzz around deploying systems and processes for multi-channel customer communications and self-service as a path to earning customer trust, loyalty and repeat business. That is certainly commendable…but did you know that over 90 percent of customer communications are still over the phone? Most people continue to prefer getting help by talking to people. Yet, Ventana’s research shows that many companies are still immature in managing their...Read More »