You may have heard the term "customer experience management (CEM)" quite often, but did you know that according to a 2012 report, only 7% of North American companies have a strong grasp of CEM? One explanation for this may be that many organizations still view the contact center as a cost center, not as a strategic resource.
In this expert e-guide, discover why the contact center should play a more pivotal role in customer experience management, and learn how to merge siloed processes to create a more cohesive customer experience. Read on for an in-depth look at topics such as:
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