Consumers want a valued interaction and not to be treated like a number that has to be dealt with quickly.
What does this mean for the traditional contact centre environment and cost-driven model powering it, and how can your contact centre environment evolve to deliver better customer service?
In this ebook, you will learn:
How to map your customer journey and the mistakes to avoid.
The six key elements of a customer journey map.
How to align your Contact Centre with the moments of truth to delight your customers.
A better understanding of your customers pain points.
How to measure the impact of your changes.