Forrester Report: Combine The Power of IVR and WFO Analytics to Evolve Agent and Customer Experience
Today's consumers are more empowered by technology than ever before, meaning every customer interaction matters. It is imperative that today’s modern customer service organisations offer customers a seamless engagement experience that is personalised, pain free and connects them to the right service (whether automated or via a call centre agent) to address their needs.
Forrester Consulting evaluates contact centre operations for organisations that are using IVR and WFO solutions as part of their operations.
Download the study to find out how:
- Contact centres are central to optimising customer journeys
- Holistic analytics are vital for driving a customer-centric contact centre
- Contact centre optimisation, leveraging IVR and WFO analytics, will drive increased customer satisfaction
Research by: 
A Forrester Consulting Thought Leadership Paper Commissioned By Contact Solutions, a Verint Company, April 2017
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