Unify Operations and Tech for a Superior Customer Experience
Your policies, processes and technology (CRM system, contact center, front-office and back-office applications) should help customers do business with you. Nothing during their customer journey should cause them confusion or frustration. Regardless of a customer’s touchpoint, there shouldn’t be a point of failure. Key operations areas within your contact center are forecasting and schedule accuracy, service levels, quality assurance, employee satisfaction, and customer satisfaction. Full article: https://www.genesys.com/blog/post/unify-operations-and-tech-for-a-superior-customer-experience
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