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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