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How To Optimise CX Through Your Contact Centre
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Today’s Contact Centre Directors are facing a host of challenges—including changing consumer demands, provisioning end-to-end customer experiences (CX), the need for 24/7 service across multiple channels, staff management and retention, and a lack of performance visibility. Technology can help to breathe new life into processes and improve key metrics, while driving better customer experiences.
CX is now a crucial brand differentiator in almost every competitive industry, overtaking product and price. And it’s not just about providing quality service—your business needs to understand how customers think and feel about its brand. The contact centre is at the heart of this battle. This is putting increasing pressure on Contact Centre Directors to deliver full customer lifecycle management and offer innovative and personalised CX, all while driving internal efficiencies and reducing costs.
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