Saturday, February 24, 2024

How to Improve Experience and Performance with Customer Journeys

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Contact center leaders typically measure the performance of each channel independently

Traditionally, the owners of service channels, such as voice, chat and IVR, work independently. They leverage channel-specific systems to measure and optimize touchpoints to hit their metrics.

But while measuring your channels independently can tell you how a single touchpoint is performing, it can’t explain how an interaction in one channel impacts another channel or your customer’s overall experience with your contact center.

Download How to Improve Experience and Performance with Customer Journeys Whitepaper

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