Managing Contact Centers in the Digital Age (with Medallia)

𝗪𝗲𝗯𝗶𝗻𝗮𝗿 𝟴𝘁𝗵 𝗡𝗼𝘃𝗲𝗺𝗯𝗲𝗿 - The pandemic has forced customers on to digital channels and many embraced it, demanding a better Customer Experience every time. Adopting a digital first mindset continues to be top of mind for brands and their contact centers.

Optimizing the CX is one of the most exciting challenges facing organizations today. Investing in improving customer satisfaction helps retain customers and leads to cross-selling and up-selling opportunities.

However, maintaining a strong and consistent CX across all touch-points, channels and departments presents many obstacles.

  • Are agents empowered to efficiently handle enquiries from a broad spectrum of customers across multiple channels?
  • Is the CC technology helping to predict, guide the agent and solve each customer enquiry?
  • Does the company see their CC as a cost or a revenue generator?
  • Could it be that the CC is the brand's last real touch point, where a customer can be lost or a cross-sell made?

CONSISTENTLY STRONG CX RESPONSE TO ENQUIRIES

Contact Centers and Agents are becoming overwhelmed by the huge amount of enquiries, as people become more and more digital.

In this webinar we’ll explain how to manage key areas such as:

  • Omni channel CX
  • Agent EX productivity
  • Technology as a solution
  • CC as a revenue generator

Maintaining a consistently strong CX response across all contact center enquiries may well open the door to maximizing customer retention and value.

Customer Experience