The traditional call flow concept doesn't do justice to the modern customer experience. Whenever you go through a period of transition, it's a very definite closing of a certain chapter of your life.

A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and what to do if they’re not. Call flow is the entire path your customer takes when ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...