Contact Center Customer Experience Management Customer Focused Customer Satisfaction 
Experience Investigators by 360Connext
FEBRUARY 1, 2022
Customer experience is happening whether you invest in it or not. Success is really about customer experience management. Your customers are experiencing your brand and their journey with your brand whether you invest in the experience or not. That’s right. Crazy, right? .
Verint
MARCH 1, 2018
For many organizations, it’s easier to justify investing in contact center innovation—after all, those employees are the face of the company to the customer, right? In their efforts to make front-line improvements, however, companies can forget the importance of the back office on customer satisfaction.
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ShepHyken
NOVEMBER 28, 2022
(Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction.
ProProfs Chat
MAY 6, 2020
Customer Experience Training Success Statistics. 60% of companies have expanded their focus on contact center efficiency, while 65% of contact centers track their efficiency efforts. (Source: Call Miner ) Tweet this. 36% of organizations aim to improve agent, desktop, and CRM experiences in 2019.
Verint
SEPTEMBER 21, 2017
Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Next-generation back-office organizations can not only benefit from improvements in operational efficiency—but improvements in financial outcomes and customer satisfaction as well.
Verint
AUGUST 24, 2017
One of Verint’s customers, a major North American airline, combines analytics insights with knowledge management, interaction recording, workforce management and quality management across 13,000 employees and 1,000 contact center agents to help increase the effectiveness and efficiency of front-line customer service agents, as well as airport staff.
SurveySensum
JULY 14, 2020
With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author .
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