sponsored by Genesys
Posted:  26 Aug 2013
Published:  26 Aug 2013
Format:  PDF
Length:  16  Page(s)
Type:  eGuide
Language:  English

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:

  • Contact center management and leadership
  • Distributing customer intelligence
  • The future of CEM for successful companies
  • And more

Call Center Management | Call Center Services | Call Centers | Contact Center Management | Contact Centers | CRM | CRM Best Practices | Customer Interaction Services | Customer Loyalty | Customer Satisfaction | Customer Service | Customer Service Best Practices

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