How To Report

Design An Insights-Driven Contact Center

Empower Your Contact Center Front Line To Meet Organizational CX Objectives

January 5th, 2023
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Arjun Kalra , Bill Nagel

Summary

Contact centers are an important source of customer insights and critical partners in implementing actionable recommendations to improve the organization’s customer experience (CX). But contact centers are rarely fully embedded into organizational CX analytics and insights programs. This report helps CX pros understand the dos and don’ts of designing organizational CX objectives and provides guidance on the need to empower the contact center front line with impactful insights and the methods for doing so.

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