CX Talks: Defining new contact center efficiency assessment metrics

In CX Network’s CX Talks: New contact center efficiency assessment metrics, Georgina Wilczek, Event host for CX Network, will be joined by Farley Fernandes, Senior Manager of Customer Experience - Global Business Services for Adidas, and Anushka Gulati, Lead Solutions Consultant for Sprinklr, to discuss effective strategies for reducing the cost per customer interaction - without compromising service quality. 

This session will also cover how to capture customer happiness, and the strategies needed to determine how well a contact center is performing.

This Masterclass is designed to help you develop a holistic view of contact center efficiency and quantify the impact of your contact center on overall CX.

This episode of CX Talks will cover:

• What efficiency means to today’s contact center leaders, including reducing the cost per interaction, reducing agent effort and reducing time spent on non-interaction tasks.
• How to measure beyond CSAT and NPS and why we could need new metrics to capture customer happiness.
• The evolution from feedback forms to data-driven insights for 100% of your conversations across channels.
• Gen AI for agents and leaders to bridge the gap between insights and actionability.
  

Speaker

Farley Fernandes
Senior Manager, Customer Experience - Global Business Services
adidas

Anushka Gulati
Senior Solutions Consultant
Sprinklr

Marketing technology consultant with 6 years of experience in presales and solution consulting in the areas of customer experience, specialized in MarTech and AdTech. Specialized in marketing automation and orchestration, data analytics, design thinking, customer journeys, website optimization and personalization, website analytics and social media marketing.

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