United: three steps to avoiding a similar customer backlash
The recent problems of United Airlines have been well documented and I wouldn’t like to comment on specific incidents - we have all read so...
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.