Senior XM Scientist, Qualtrics
The call centre sector is critical to economies across Asia. For example, in India business process outsourcing - wherein call centres belong - is the fastest growing segment of IT enabled services. In the Philippines the sector could become the biggest contributor to the national economy’s growth by 2022.
To ensure the sector fulfils its potential, businesses operating call centres in these regions must ensure the customer experience being delivered is exceptional.
Making customer centricity part of your team’s DNA is key to achieving this. A superior customer experience will drive customer loyalty and reduce your cost to serve.
Join us as Leonie Brown, XM Scientist, shares how to build, grow, and scale an experience management (XM) program in your contact centre. Enable staff to gather and act on valuable insights, deliver data-led coaching, and learn what it takes to create a customer-centric culture shift across your contact centres.