When it comes to the most urgent challenges, none affects more contact centers and customer service departments than convoluted systems.
According to CCW Digital research, two of the top five areas for improvement include agents spending too much time on low-value work (32%) and the absence of a 360-degree view (32% as well).
Featuring insights from WSJ and NYT bestselling author Shep Hyken, CCW Digital analyst, Matt Wujciak, and Kustomer CEO, Brad Birnbaum, this How-to Guide will teach you:
• How to combine digital and human support to communicate consistently across all channels
• The trends in customer relationship management
• How to increase CX efficiency and personalization through AI and ML
• How to improve agent efficiency with a first line of defense
• How to identify the right capabilities in choosing a solution provider
Download PDF Attachment