In conversation with Frank Sherlock from CallMiner. In this clip Frank talks about how by listening to customer interactions it is possible to diagnose and gather data to help design better processes to help customers. However, digital vulnerability is a real thing and processes need to be designed with this in mind. There is always a need to speak to people and it is important to design processes around this.
Real Heroes: How the call centre has stepped up and shone brightly through the pandemic
- by RO-AR