Poor customer service is costing businesses more than $75 billion a year, according to Forbes. The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction.
Contact centers are now considered more than just service centers. Across industries, enterprises expect contact center leaders to transform them into customer experience hubs — delivering the exceptional experiences customers demand and drive long-term growth.
Advances in digital technology have reshaped customer expectations for exceptional experiences. Today, customers want choices in how they engage with service and care centers. No matter how your customers choose to interact with your organization, contact center leaders must ensure all agents can meet customers where they are, understand each individual’s unique context and enable them to reach their goals.
In this e-book, we’ll explore why enterprise contact centers struggle to increase satisfaction while mitigating costs. We’ll also demonstrate how aligning on customer journeys can help contact center leaders overcome these challenges.
Included Contents in this e-book:
- Top challenges facing contact center leaders.
- Why customer journeys are key to contact center optimization.
- Six ways journeys can increase satisfaction and reduce costs.
- Summary.
This article is posted at genesys.com
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