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Key Takeaways
Startups often lack investment in customer experience strategies, both financially and in terms of leadership focus.
Promoting inexperienced staff to leadership positions in the contact centre can lead to operational and strategic challenges.
Using outdated strategies, such as deflecting contacts or obscuring contact information, can hinder customer engagement and experience.
Not listening to customers and lacking mechanisms to track feedback and trends can negatively impact the overall customer experience.
A reactionary approach to customer experience and contact centres can result in costly mistakes that necessitate external intervention.
Key Statistics
Leo Lopez has over 30 years of experience in the customer experience and contact centre industry.
Leo Lopez is the co-founder and consultant at Calltastic, a company that assists startups and small to medium-sized businesses in building, growing, and scaling their contact ce...
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