January 15, 2020 | Shannon Latta

How Contact Centers Can Advance CX Initiatives Across the Business


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You’re focused on the contact center’s CX goals—like agent performance, wait times, and issue resolution. But you also know contact centers can’t plan or act in isolation—your success is tied to how well digital and branches or stores deliver customer experiences.

Our new ebook, CX Value Chain: Contact Center Edition, lays out an organization-wide framework for listening to, analyzing, and acting on customer insights—and provides deeper recommendations on how contact centers can play a bigger role in improving experiences across the organization.

The CX Value Chain framework connects tactical, operational, and strategic parts of the business. This allows everyone in the organization—including contact center teams—to improve upon the value they provide to customers at each level, while also improving the overall brand experience.

Read the ebook to see how your contact center can start contributing to CX improvements by:

  • Gathering indirect and inferred customer intelligence from conversations and behavioral analytics
  • Using AI and machine learning to drill down into call recordings and speech analytics
  • Sharing interaction details and insights at the operational level to impact decision making
  • Illustrate to the c-suite the cost of poor or disjointed experiences and the ROI of improvements

Download the CX Value Chain: Contact Center Edition ebook to discover what it can help your contact center achieve. Or reach out to us now to talk about implementing a CX strategy that’s right for your business.

About the Author

Shannon Latta is vice president of marketing and communications for Verint ForeSee, responsible for brand and positioning, content strategy, product marketing, corporate communications, and marketing results.

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