contact-center-return-on-investment 
Eptica
JANUARY 25, 2017
Whether that is asking them to make contact through specific channels, longer hold times or less understandable answers, this all, ultimately, impacts satisfaction. Companies therefore need to continually invest and innovate in the customer experience if they want to not just retain consumers, but to turn them into advocates for their brand.
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019.
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