A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities. With the right environment, your contact center will transform from a necessary operation to a beacon of customer excellence for your company’s brand. Start by making these 5 key changes:

  • Work with your CRM.
  • Make conversations personal.
  • Focus on people, not technology.
  • Make conversations flow effortlessly.
  • Leverage data to get better over time.

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