Online retail is booming. How can other retailers react?
New research from RBC indicates that one of the key trends for 2017 is going to be an explosion in growth of online retail. Analysts say that this...
Continuing on with our “digital coaching” to self-serve theme, we thought it would be interesting to look back at the changing role of the customer experience advisor over the years and how it has evolved.
The contact centre advisor role has come a long way over the last 50+ years…
Back in the 1970’s advisors were very much focused on transactional telemarketing activity, evolving to incorporate customer service in the 1990’s through to omni-channel management in recent years and looking ahead, possibly the biggest evolution of all – that of coaching customers to self-serve online.
So take a look back in time now with our handy new info-graphic which you can view by clicking the link below.