In 2020, customer experience-focused companies looked to reduce operational costs across the board, while maintaining, and eventually increasing productivity. This necessitated the advancement of employee productivity research.
It also shed light on tools such as automation, artificial intelligence, customer data aggregation, and real-time coaching software to help employees deliver profitable customer experiences.
Download the report to learn the latest trends in customer experience - including customer service in the contact center, Knowledge Management and behavioral data, employee productivity tactics, and proven methods to improve customer interactions.
Including trends, analysis and insights from Verizon’s Vice President of Global Consumer Sales & Service Centers, USU Solutions’ CEO, Freshly’s VP of Customer Experience, and the CCW Digital analyst team, this report will reveal:
• Behavioral research to drive employee productivity
• A high level overview of Knowledge Management and where it can help customer experience
• Key Performance Indicators to improve Workforce Optimization
• Where contact center interactions are making the greatest impact on sales
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