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CX symptoms won’t fix themselves. A data-driven approach will.
Published
From CMSWire
When contact centers experience symptoms like high call volumes, long average handle times, or low agent productivity, the tendency is often to treat the symptom while ignoring the cause. That approach rarely works.
In Tom Lewis’ latest CMSWire article, he shares how to diagnose the causes of your CX symptoms, as well as strategies to achieve healthier CX – and a healthier bottom line.
“If your contact center or any aspect of your customer experience is sick, start by asking why. Why are so many calls coming to the contact center? Why can’t agents solve these problems quickly? Why do customers have to keep calling back?”Tom Lewis, Global Leader, CX Transformation