Many contact centers are being forced to cut costs while customer experience (CX) leaders must ensure they maintain and even elevate the quality of customer experiences they’re delivering. The imperative for great CX has not changed. Customers still expect a modern, seamless, omnichannel experience with fast, first contact resolution (FCR), and businesses can’t afford to offer anything less.
What strategies can CX leaders employ—both from a business and technology perspective—to ensure their organization receives the funding and support it needs to deliver the experiences customers deserve? This ebook will explore some of the actionable strategies such as:
- How to align your CX initiatives and tools to top-of-mind metrics like revenue growth, profit growth, and stock price.
- Training agents and AI to be an extension of the sales team to increase their value and the value of the contact center.
- Implementing solutions that increase call deflection and enable customers to self-serve on their own terms.
