The latest research from Forrester’s U.S Customer Experience Index 2017, indicates that customer experience is suffering.
While contact centers are hugely valuable components of any organization, they seem to face shrinking budgets every year as businesses seek to support their bottom lines. And yet, in the face of these cuts, contact center leaders are continually asked to demonstrate measurable improvements in customer experience.
This e-book provides insights that customer experience leaders, operations experts and IT professionals clearly need to reassess their strategies for delivering top-notch customer service at the lowest possible cost.
Included in this e-book:
- Why traditional methods are no longer making an impact
- How businesses benefit from predictive behavioural routing
- How to be strategic with the technology you choose for your organization