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Advanced Performance Management Platforms will Enable Contact Centers to Deliver Enhanced CX
Frost & Sullivan's latest white paper, , explores how enhanced performance metrics are integral to customer experience (CX) and digital transformation strategies.
"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 "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 , at .
Improved agent experience will lead to increased customer satisfaction. By tapping on the right metrics, contact centers can:
For six decades, Frost & Sullivan has been world-renowned for its role in helping investors, corporate leaders and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models and companies to action, resulting in a continuous flow of growth opportunities to drive future success. Contact us: Start the discussion.
Melissa Tan
Corporate Communications
T: +65 6890 0926
E: melissa.tan@frost.com
www.frost.com