RO-AR.com : Informing Risk Operations Strategy [Audio version]

20. Mark Sussex, illion: Frictionless outbound journeys

August 12, 2021 ROStrategy Season 2 Episode 6
RO-AR.com : Informing Risk Operations Strategy [Audio version]
20. Mark Sussex, illion: Frictionless outbound journeys
Show Notes

The full interview with Mark Sussex at illion. We chat about contact technology, how this has helped customers through the pandemic.

We also chat about the concept of outbound first contact resolution and how a good frictionless journey is one that can resolve a customer query on that initial outbound contact without requiring the customer to then do something else driving inbound volume.