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Special Report: Reducing Customer Experience Costs

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Brooke Lynch
04/29/2021

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2020 was marked with high levels of instability and change; while some industries suffered unprecedented shut-downs due to strict safety precautions, others experienced extraordinary growth.

The greatest constant throughout this period, however, was a continued focus on innovation and an acceleration of digital services and technology to support customers throughout this unique adjustment period.

Contact center agents admirably rose to the occasion in the face of these unprecedented demands, but their success was ultimately limited by inefficient processes and technology.

Organizations must now work to alleviate some of the burden agents carried and optimize processes to improve operational strategy and deliver an even higher-value, agile customer experience at a lower cost.

This report will outline the best ways to achieve optimal efficiency by discussing:

• Measures that empower agents to effectively handle periods of heightened volume and urgency

• Ways to reduce training time through direct and targeted support

• Tips to achieve more proactive, cost-effective customer service that generates long-term loyalty

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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