Customer Experience Management: The Next Frontier For Contact Centers
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According to recent studies, few contact centers have evolved to strategic business units that add value to the customer experience. In fact, many are still caught up in efforts to reduce costs—and losing the battle for customer loyalty and profits in the process.
"The Next Frontier for Contact Centres"
This new paper reveals how CEM begins with the customer experience and brand promise and ends with better profits. With firsthand insights from Shaun Smith, you’ll learn how companies have made the step and are realizing the results.