Customer Journey-based Contact Center Optimization

  • Headquartered In: USA and Canada
  • Company Size: 5,000+ Employees
  • Industries: All
  • Titles: Information Technology, Marketing, Operations, CIO, CTO, CISO, Applications, Systems, Security, CX Tech, Call Center Tech, Enterprise Architect, Tech Support, Telecom, Systems Analyst, Digital Transformation, Innovation, Strategy
  • Job Level: Influencers and Decision Makers

Contact center leaders are under pressure to increase customer satisfaction, improve performance and lower costs. In a world where customers expect a personalized experience on any channel they choose, contact center teams struggle to deliver experiences that anticipate each customer’s needs by recognizing their preferences, prior experiences and current goals. 

That’s why customer-centric organizations rely on customer journey-based contact center optimization to improve every contact center experience, increase customer and employee satisfaction, boost contact center performance and reduce cost to serve.

Top reasons our community cites for adopting or considering this solution:

  • Difficulty measuring the overall impact of experiences across channels.
  • Analytics teams can’t keep up with the increasing demand for answers.
  • Disposition codes don’t adequately reflect customer intent.
  • Difficulty uncovering root cause to address and size issues efficiently and escalate to the right level.
  • Lacking the capability to rapidly deploy experience improvements.

You must be directly involved in your company’s evaluation process for solutions like this, or in the management chain for people who do. You must be a hands-on user of the prospective solution or in the management chain of users. Please do not register for programs that are an unlikely fit. Your credibility and ours depend on it.

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