Role Connections Report

The CX Professional’s Guide To Working With Contact Center Technologies And Leaders

April 30th, 2021
Faith Adams, null
Faith Adams
Art Schoeller, null
Art Schoeller
With contributors:
Harley Manning , TJ Keitt , Hailey Colin , Ben Salamin , Shayna Neuburg

Summary

Contact centers are a key driver of customer experience (CX), yet they don’t always play a leading role in CX efforts. Instead, CX pros continue to grapple with the frustration caused by disparate systems and encounter organizational resistance to their involvement. This is a miss because contact centers are a target rich environment for driving improvements that enhance CX, increase revenue, and reduce costs. In this report, learn how to broker cross-functional collaboration to drive consistent, deeper analysis of customer interactions and identify people, process, and technology improvement opportunities.

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