Ongoing challenges to the customer experience (CX) and employee experience (EX) are causing headaches for contact center leaders.
From staff shortages in 2020, to the Great Resignation in 2021 and the budget restrictions of 2022, there is unprecedented pressure on contact center leaders to keep a lid on costs without compromising CX and loyalty – this in itself is a business case for transformation.
With five key pieces of advice, this whitepaper from Qualtrics asses the current state of the contact center and presents practical solutions for leaders to act on.
Download this whitepaper to discover:
• How to generate significant immediate, mid-term and long-term strategic value.
• Where friction occurs in the customer journey and its root causes.
• The value of process automation in tackling current challenges.
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