Unlock the Power of Customer Feedback That’s in Your Contact Center Now
Faith Adams, Senior Analyst, Customer Experience at Forrester
Eric Weight, Head of Experience Management Consulting at NICE Satmetrix
In today’s @home world of social distancing, where human to human contact is limited, making real and trusted connections with your customers is more important than ever. Now is the time for CX Professionals and contact center leaders to collaborate on shared goals – driving customer satisfaction, advocacy, and lifelong loyalty.
Customer feedback is streaming into contact centers, making it a fulcrum for significant CX transformation. The contact center houses a treasure trove of insights that can be married to other customer data and feedback to provide organizations a holistic view of CX, and a leg up on the competition.
In this webinar replay, you will learn:
What powerful forms of feedback are streaming into the contact center
How the role of the contact center has changed with AI and automation
Why frontline agents are more important than ever as drivers of CX outcomes