Employees are the lifeblood of the customer experience strategy. They represent the link between the business and its customers, and their actions before, during and after each interaction define the overall quality of the experience. If an organization wants to cultivate loyal customers instead of creating angry ones, it therefore needs to empower the workforce to perform.
Featuring CCW Digital research, expert analysis and perspectives from world-class executives, this report will help you foster that productive, customer-centric workforce. Topics include:
7 trends affecting workforce management
The top 3 priorities for contact center performance
The top 3 challenges inhibiting contact center performance
12 ways to elevate workforce management
How to improve contact center training
How culture impacts workforce management
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