EBOOK

Disrupting the 2020 Contact Center: Culture


HOW TO CHANGE PERCEPTIONS TO DRIVE YOUR XM TRANSFORMATION

Contact centers remain one of the most personal and important touchpoints in the customer journey and represent a key point of experience differentiation that can help turn customers into fans.

In this ebook, learn how a few simple changes to your metrics and measurement can flip the perception of your contact center to go from a cost center to a customer loyalty driver.


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"Disrupting the 2020 Contact Center: Culture"
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What you'll learn from this eBook

  • WHY CONTACT CENTERS ARE OFTEN OVERLOOKED
    The existing culture around contact centers needs to change if you’re going to convince your leadership team to make the investments needed to turn it into a key loyalty driver.

  • THE METRICS TO FOCUS ON
    How you measure success is a vital part of creating culture — learn what metrics will help focus your contact center on driving customer experience.

  • CUSTOMER LIFETIME VALUE
    See how Customer Lifetime Value (CLV) works and why it’s a key metric every contact center should measure.
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