How do you know you’re investing in the right customer experience initiatives?
Customer experience is a top priority for many contact centers today. Yet to get the right agents, technology and processes in place, you have to know what is important to your customers when they contact your organization.
This exclusive, in-depth report from CCW looks at what contact centers are doing to ensure that their customer experience investments achieve results.
Download the CCW Executive Report: Performance & Agents to learn:
- Which metrics contact centers use to measure the success of their customer experience efforts
- Where top contact centers plan to investing over the next two years to help with customer relationships, omnichannel engagement and workforce management
- What role agents play in driving performance, how their impact on customer experience should be scored and what contact centers can do to improve those scores
- How omnichannel engagement, self-service, workforce management and artificial intelligence fit to provide a positive customer experience
You’ll also get an opportunity to read success stories of how leading contact centers are optimizing their performance and agents to achieve customer experience goals.