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Related: Culture Forums, Support ForumsWhen did "high touch" join the corporate buzz-speak lexicon?
As in we believe in having high touch with our customers.
And can we execute the ghastly brute who coined it?
Hugh_Lebowski
(33,643 posts)I assume you know what it actually means
True it's a little weird-sounding, esp just as 'high touch'.
Orrex
(63,234 posts)But in a customer service call center it seems somehow out of place.
Ive long been suspicious of trendy corporate slogans so, and this one comes across as particularly smarmy.
Hugh_Lebowski
(33,643 posts)Phone, mail, website, email, twitter, facebook, etc etc.
So 'touches' is a generic term for the overall concept of 'interaction' with the customer (pre and post purchase).
Orrex
(63,234 posts)In the case at hand, the term is used to justify the mandatory return of non-customer-facing employees to the office, after working from home due to the pandemic.
This makes no sense, because the customer never actually sees the phone agent, so the high touching occurs regardless of whether the employee is chained in a cube or comfortable at home.
Paladin
(28,278 posts)LastDemocratInSC
(3,653 posts)mopinko
(70,269 posts)Orrex
(63,234 posts)LastDemocratInSC
(3,653 posts)This was from a person I worked with who had been to a conference. I think she picked up the term at the meeting. I thought the term was very fluffy and irrelevant.
Blue Owl
(50,532 posts)mitch96
(13,929 posts)Like when did "Legacy" replace OLD.. I suppose "high touch" sounds better than "hit rate"..
YMMV
m