For Pam Dancisin, VP Marketing, Internet Project Manager, Dollar Bank, she spent 17 years in the contact center and she knows intimately how customer experience needed to improve.
“I grew up in the call center and worked there for 17 years,” Dancisin told attendees during her session at this week’s Forrester’s Forum for Customer Experience Professionals East in New York City. “I’ve seen both sides of it.”
Dollar Bank, a regional bank with more than 60 branch offices in southwestern Pennsylvania....