Building CEM Expertise for Business Value

Building CEM Expertise for Business Value

Cover

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
Vendor:
Genesys
Posted:
Feb 8, 2021
Published:
Aug 26, 2013
Format:
PDF
Type:
eGuide
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