Ebooks

3 Leaders Innovating CX in the Contact Center

Despite a significant rise in the use of digital channels during the past few years, the contact center is still key to customer experience, and it continues to provide valuable information about how your customers are feeling about the service they receive.

However, staffing shortages due to the “Great Resignation” have put unprecedented pressure on the contact center at a time when many of your customers are still often relying on your agents.

On top of that, CX is often stuck in disconnected silos of information throughout your organization. Don’t lose out on the valuable insights you can obtain by connecting CX and customer service data as well as contact center and digital teams.

Download this ebook to see three real-world examples of how companies were able to tap into the key CX insights to be found in their contact centers and then leveraging them further by connecting this information across channels and throughout the customer journey.

Learn how:
  • UGI Utilities amplified their Digital Transformation with experience management to meet the high expectations of their customers —improving customer experience and identifying opportunities for improvements.
  • Shoe Carnival was able to transform their CX and Customer Service in just 90 Days with an omnichannel strategy and a new approach to allow them to better compete during the pandemic.
  • GNC migrated from a consumer in-store purchasing experience to a consumer online/mobile purchasing experience, and supported their agents working remotely to not only meet expectations, but exceed them.

3 Leaders Innovating CX in the Contact Center

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