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4 Tips to Improve Customer Experience Management (And Why You Should)

3CLogic

To deliver on these expectations, contact centers must focus even more on customer experience management — carefully overseeing every touchpoint customers have with your organization along their journeys. Define Your Goals With Customer Journey Mapping. So, as a contact center leader, where do you get started?

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In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service. Here are just a few questions around why people still matter: Have your call flows been analyzed and revised with consideration of the new customer journey?