Contact Center's Strategic Role Within Broader CEM Initiatives
"The call center gets marginalized on a regular basis -- it's thought of as a necessary department and cost structure required to deal with unhappy customers and to put out fires," said Jeanne Bliss, president of consulting company Customer Bliss. However, savvy organizations know contact centers can and should be part of an overall customer experience management (CEM) initiative.
This expert e-guide provides best practices for connecting the contact center and IT departments for stronger collaboration and overall CEM success. Learn more from Bliss and other CRM professionals as they discuss the strategic role the contact center can play in overall CEM initiatives, with specific emphasis on:
- Rethinking performance metrics
- Leadership and training
- Systematic information flow
- And more