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The Real Business Value of An Optimal Customer Experience

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Based on a study completed in April 2012, Forrester Research has concluded that a good customer experience correlates to loyalty and increased lifetime wallet share size, as measured in three classic categories:

  • Willingness to consider the company for another purchase
  • Likelihood to switch business to a competitor
  • And likelihood to recommend to a friend or colleague.

Study results also indicated that effective contact center technology plays a significant role in the quality of the customer experience that organizations are able to provide.

Read this Forrester Research report to uncover the:

  • IT considerations that are top of mind for organizations selecting contact center software
  • Top challenges for contact center software implementation
  • And benefits that can be realized  by investing in customer experience (CXP) technologies.

  

Vendor:
Avaya
Posted:
22 Oct 2012
Published
30 Apr 2012
Format:
PDF
Length:
7 Page(s)
Type:
White Paper
Language:
English

This resource is no longer available.