What Does Your Customer Care Persona Say About You?
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What Does Your Customer Care Persona Say About You?

Published: Feb 25, 2015

Pages: 7


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Identify and leverage your persona to drive maximum value back to your contact center.


Aspect Software commissioned a study of customer-service decision makers to define basic groups or Personas that represent distinct approaches to, and execution of, customer care in order to help companies avoid many common mistakes that those who have gone before have made. 

Based on the results, five distinct company approaches emerged which were categorized into the Aspect Customer Care Personas

Justin Robbins, ICMI’s Senior Analyst, took some time to review these personas to better understand their implications on the contact center industry, potential future outcomes based on ICMI’s on research findings, as well as make some recommendations on what you should do depending on the Persona with which you most closely identify.

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