eBook: Improve CX and Contact Centre Performance with Customer Journeys
If you’re like most contact center leaders, you have separate platforms or tools to measure voice, chat and IVR. The owner of each typically monitors and optimizes their respective channel, hoping this improves overall performance.
But when it comes to understanding how contact center interactions impact customer satisfaction and experience, it’s up to you to figure it out. Plus, you need to show the C-suite how your contact center initiatives will affect business objectives like customer retention, cost to serve and revenue growth.
The need to improve measurement across all service channels has never been greater. Measuring omnichannel experiences is key to identifying the drivers of poor experiences and quantifying the impact of contact center experiences on business outcomes.
In this ebook, you’ll learn how using a journey-based measurement approach enables you to achieve your business goals and improve performance while increasing customer and employee satisfaction.
But when it comes to understanding how contact center interactions impact customer satisfaction and experience, it’s up to you to figure it out. Plus, you need to show the C-suite how your contact center initiatives will affect business objectives like customer retention, cost to serve and revenue growth.
The need to improve measurement across all service channels has never been greater. Measuring omnichannel experiences is key to identifying the drivers of poor experiences and quantifying the impact of contact center experiences on business outcomes.
In this ebook, you’ll learn how using a journey-based measurement approach enables you to achieve your business goals and improve performance while increasing customer and employee satisfaction.
We may use your personal information to send you information you have requested. Permission lasts for 24 months. Permission can be withdrawn at any time.