How the Contact Center Experience Fits Into a Holistic CX Strategy
News Source : CMSWire
News Summary
- AI-powered tools that relay key information to the next agent go a long way toward making customers feel supported.
- Quantum Metric’s work involves providing their customers with context-aware assistance.
- “We’re empowering agents with the knowledge of what those customers did before they got to that agent,” said Ricki Lang, Vice President of telecommunications, media and entertainment forQuantum Metric.
- Companies improving their digital experiences can reduce average handle time by as much as 60%.
These days, customer trust matters more than ever. With 55% of consumers cutting back spending, people are generally being more cautious than in recent years. As customers become more selective in ho [+6868 chars]
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