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Barry Dalton
Barry Dalton is a seasoned customer service and CRM leader with 24 years of experience consulting with Fortune 500 and mid-market companies. His expertise is focused on customer-centric strategy, operations and technology across all channels.
We all love IVRs! Ok, no we don’t. Study after blog post after Twitter rant confirms that customers would much rather take a sharp stick in the eye.
Then it’s web self-service. Everyone wants self-service! In fact they prefer it over human-based interactions, right? Not so much.
So why is...
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I may as well fire this shot over the bow
right from the starting gate: Customer service as an enterprise business
function hasn’t changed all that much in the 30 years since the introduction of
ACD (automated call distribution) technology. This is when it became practical and cost
effective to...
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I had an experience with one of those in-flight Wi-Fi services a couple of weeks ago that got me thinking of the concept of meeting customer expectations versus exceeding them. And, is continually exceeding customer expectations sustainable?
I’ve been in the thick of enough Twitter chats, hangouts...
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