The Moment of Truth
Originally published in The Contact Center Pipeline, October 2016 My flight just got cancelled, and I have to make it home tonight to attend my daughter’s holiday dance recital. Or maybe, after 17 years of paying premiums, I have to file my first claim. Or, maybe my PC is all locked up, and I’ve got a key client deliverable due in two hours. I need to call. I won’t text, or email, or post or tweet this one. I won’t even check your app or website to see if I can self-serve