Page 47 - HCS-CC_TELUS
P. 47
Customer Personas
The Voice of the Customer Ease (as measured by CES and RICE)
Ownership/Empowerment – first contact resolution
What do Multi channel
Contact Channel integration – ‘Channel Shift’
Center Users Single data entry
Want? Device agnostic
They want firms to know who they are
Buying history
Their Value to the business
Their social status!
They don’t want their enquiry to be an ‘Exception’ anymore
