Your Contact Center is at the heart of your Customer Experience and has the capacity to either make or break it. In fact, a recent survey by Deloitte showed that almost 50% of respondents believe this to be true*. So how can you ensure you improve your contact center CX in a way that impacts key business metrics and drives positive outcomes for your customers?

This new eBook explains how listening, analyzing and acting on your contact center Voice of the Customer can lead to major improvements in performance against these key metrics that deliver discernible bottom-line results:

  • First Call Resolution
  • Customer Effort
  • Customer Churn
  • Operating Costs
  • Revenue

 

* Deloitte Global Contact Center Survey 2017

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