This past year changed how we measure success in the contact center. While we consistently focus on metrics that prove efficiency, in how quickly we can respond or resolve an issue, companies must work to understand the overall effort customers are exerting in their end-to-end journey.

In achieving an effortless experience, companies benefit from greater customer satisfaction and long-term loyalty. In this session, Chanel Phillips will discuss her team’s efforts to achieve effortlessness in the digital age, and will discuss:

- How proactive communication leads to a more seamless experience

- Ways the customer journey can be optimized to promote personalization

- Why we must focus on empowering agents to perform in the distributed environment