Lakshmikanth Balasundaram
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Customer Experience

A collection of 2 posts

Customer Experience

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT  and found an interesting trend. One of the customer shared that they were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

  • lakshmikanth
lakshmikanth Dec 23, 2014 • 2 min read
Customer Experience

Report Abandoned calls in Routing Strategy

Last month, I attended workshop from Genesys and BT  and found an interesting trend. One of the customer shared that they were able to customer satisfaction and revenue by tracking and linking customer journey through multiple channels. For example, if customer selected products online for purchase and initiates call, they

  • lakshmikanth
lakshmikanth Dec 23, 2014 • 2 min read
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