Don Macdonald

Apr 18, 2024 | blog.contactcenterpipeline.com | Don MacDonald |Don Macdonald

As digital innovation pervades our modern business landscape, it’s hard to argue against the fact that people remain at the heart of any customer experience (CX) journey. And while CX pioneers constantly allude to the unmatched value of their human resources, there’s often a conspicuous gap between the spoken word and the reality on the ground.

Oct 1, 2023 | contactcenterpipeline.com | Don Macdonald

In the modern business landscape, the synergy of digital and voice data offers transformative potential for contact centre operations. As customer interactions diversify across multiple channels, capturing a unified view of these touchpoints becomes paramount. Integrating digital data, such as web browsing patterns or app usage, with voice recordings from calls, presents agents with a holistic understanding of customer journeys.

Jul 26, 2023 | mycustomer.com | Don Macdonald

In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

Jul 21, 2023 | customerservicemanager.com | Don Macdonald

In a rapidly evolving, increasingly customer-centric business landscape, enterprises are recognising the need for a deeper understanding of their customers. They are finding invaluable insights not in traditional market research, but in their contact centres, the bustling hubs of customer and colleague conversations. Contact centres have long been viewed as cost centres, dedicated to managing customer queries, complaints, and issues.

May 23, 2023 | mycustomer.com | Don Macdonald