Clara Eckel | Marketing Manager.
Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the organization," said Ann-Marie Stagg, chief executive of UK-based Call Centre Management Association, in an interview with MyCustomer .
Not that they always reached this person on the phone.
So, many of them wrote in. Via snail mail.
Good boy conducts old-school customer experience monitoring
Back then, it was thrilling just to have a dedicated group ...