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Customer experience management (CEM) is a critical component of gaining a competitive advantage in the modern age of the customer. By optimizing customer interactions through a variety of channels - call center and social CRM included - you can foster customer loyalty and long-term revenue.

Unfortunately, many businesses rely on legacy technology and siloed organization structures that hinder their ability to make the most of customer interactions. So what can be done?

Check out this expert e-guide with advice from Forrester analyst Art Schoeller, as he explores how to harness social media channels in your call center via an "outside-in" strategy. Read now to learn how to reach all customer touchpoints and achieve 100% visibility into your end-to-end customer interactions.


TechTarget Customer Experience
Feb 8, 2021
Aug 26, 2013

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