Special Report: Leveraging Contact Center Analytics

More times than not, when a ride-sharing app arrives in 15 minutes instead of 10, a restaurant server tells a customer their table will be ready in 30 minutes instead of an hour, a delivery package is delivered in 2 business days instead of 3, or a customer service rep will be available to talk in 10 minutes instead of 30, these are not always advertent lies, but rather an optimistic representation of inaccurate data, resulting in poor transparency, and lower perceived CX.

This report aims to solve that problem in today’s customer service departments, explaining where and how contact center data can be managed better to improve the consumer’s psychological perception of their interaction with a brand, as well as the quality of service they receive, otherwise known as the customer experience.

Featuring first-hand insights from Mastercard’s CMO, Microsoft’s COO of Customer Experience and Success, and Dialpad’s VP of Customer Success, as well as CCW Digital’s latest research, this Special Report will cover a number of today’s most important CX topics, including:

-The top consumer preferences today’s customers judge service on

-Case study driven answers on where customer service goes wrong (and right)

-Where data can drive contact center revenue and insights across departments

-The tools, technologies, and strategies to coach employees on building better customer experience