Today’s contact center leaders are tasked with balancing two, often competing objectives: reducing operational costs and increasing customer loyalty.
While it is possible to achieve both, doing so requires an intentional approach that factors in multiple dimensions including agent experience, customer experience and investments in technology, to name a few.
With real life cases studies from Expedia, HGS and Lumen, this whitepaper explains how to do this at speed and scale to ensure the contact center can effectively support customers and the business.
Download this whitepaper to discover:
• The best practice approach to reducing costs whilst maximizing loyalty
• What to consider when measuring the long-term efficacy of your contact center
• The importance of creating a connected contact center ecosystem that gives a single view of the service experience
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