Contact Centers: Gain Greater Insight Into Customers’ Shopping Experiences

Emenecker offers a short case study of a successful CEM program initiated by one of its clients, a T-shirt manufacturer. “We started tracking customer calls for them, and found that newer customers were getting a bit flustered. The CSRs dealt with so many repeat customers that they expected callers to understand the ordering process. They were giving numbers, for example, that newer customers didn’t really understand the importance of. It was an intimidating process for newer customers.”