Advanced Performance Management Platforms will Enable Contact Centers to Deliver Enhanced CX

Frost & Sullivan's latest white paper, Customer Experience Has Changed. Are Your Metrics Keeping Up?, explores how enhanced performance metrics are integral to customer experience (CX) and digital transformation strategies.

To download the complimentary white paper, please visit: http://frost.ly/6bg

"With a deep understanding that customer and employee satisfaction are interdependent, contact centers that want to thrive in uncertain times need to take a deeper look into the interwoven dynamics of performance metrics. Rich performance management tools can unlock hidden operational information that is critical to navigating the changing workplace," said Nancy Jamison, Industry Director, ICT at Frost & Sullivan. "Enabling tools for agents from modern desktops to knowledge management and process automation are key to improving employee experience. If agents are empowered to positively assist customers and be attentive and engaged, customers will respond in kind."

"Two of the most pressing issues facing contact centers are inefficiency and low CSAT scores. Sharpen has built a platform that's helping businesses solve both and see measurable results. Anyone facing either of these issues needs to know about Active Contact Resolution," noted Murph Krajewski, CMO at Sharpen.

Improved agent experience will lead to increased customer satisfaction. By tapping on the right metrics, contact centers can:

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