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OpenText™ "WFO Video Series: How can the Contact Center Align with the top Priorities of Executive Leadership?"
Competing in any market based on delivering an outstanding customer experience is ranked by many CEO’s as a top priority in the coming years. Yet, as indicated by KPMG in the 2016 report Now Or Never: CEOs Mobilize For The Fourth Industrial Revolution, “customer loyalty is a concern for 90 percent of CEOs [and just] over half believe they are not keeping pace with customer expectations.”
This reality represents an important opportunity for every contact center because customer service agents work in the front lines where customer expectations either fall short, are met, or are exceeded. Recognizing this opportunity and actually seizing it, however, are two very different things.
But there’s good news: Our 2017 Video Series – Driving Contact Center Awareness Within Your Organization offers advice from industry analysts and experts about how the contact center can align with the top priorities of executive leadership – in relation not only to customer experience but to other critical KPIs as well.
do you want to know more?