By: Cindy Garrett, Director, Customer Experience and Eric Freshour, Manager, Operations Excellence
Escalating pressure to consistently boost the bottom line is driving executives to cut into tried-and-true establishments like the contact center, which may not appear as relevant in a digital age. And while contact centers have long been considered a necessary but expensive point of customer engagement, they are now a target for cutbacks as customers take to social media and self-help.
Read this white paper to learn how to:
- Uncover hidden value in your organization’s contact center amid new customer service channels
- Compete with large market players by using the contact center as a key differentiator
- Empower CSRs to manage every touchpoint in the customer engagement process to increase loyalty and revenue
- Focus on relevant metrics used to monitor contact center effectiveness to drive improvements and tie to reward and incentive programs
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