Improving the Contact Center Experience

Presented by:
Brian Gollaher, Product Manager, Empirix

Details
Organizations today rely on the contact center to generate sales and resolve customer issues quickly with an eye towards increasing customer satisfaction. At the same time, contact centers continue to be a significant cost to the organization. Managing customer satisfaction while keeping costs under control and simultaneously increasing business revenue is a significant challenge for the contact center operations team.

Undetected inefficiencies in contact center automated systems, however, can cost companies billions each year — even if they use traditional system management and monitoring tools. When quality is poor, an organization can pay the price in customer loyalty, which results in lost revenue.

By attending this webinar you will learn:

• Why traditional systems monitoring tools are not enough to determine customer experience
• How monitoring end-to-end contact center performance from both the customer and agent perspective provides a better view of issues and how to solve them
• How presenting the information in business terms can increase operational productivity and improve the customer experience

 Register now to attend.