Employee productivity serving as the cornerstone of quality customer experience, and long-lasting customer retention, will never change. The means by which we empower employees to deliver quality customer experience, already is. Efficiency has always been top of mind for contact center leaders, but the equation has become more complex with growing call volume, and a trending remote workforce, both brought to the contact center’s attention back in March of 2020. Fast forward to today, nearly 60% of consumers now care more about the customer experience when deciding which brands to purchase from. C-level executives are realizing that the tools contact centers give their front-line employees have never been more of a competitive advantage in improving productivity, and delivering profitable customer experiences. When done right, the result is improved CLV and CSAT metrics, reduced operating costs, and lower turnover rates for customers and employees.
Featuring insights from Dan Gingiss - bestselling author, former social media and CX leader at Discover, Humana, and Mcdonald’s, Christina Gates - Product Marketing Director, Talkdesk, Melanie Penna, Senior VP People Integration, Comcast Technology, This report will cover:
Please note: That all fields marked with an asterisk (*) are required.