Contact Center Innovations: How CX Programs are Improving Operations

Today, virtually every contact center is grappling with trying to do more with fewer resources as consumer expectations rise. At the same time, the consumer mindset has turned digital-first. But that opens a new set of challenges for the contact center as agents work to support customers who have trouble completing their tasks online with digital self-service tools.

In fact, research from a recent Verint Experience Index found 73% of banking customers who reached out to a contact center had first tried a digital channel but were unable to accomplish their task online. The contact center is essential to the customer experience, and it’s ripe for CX innovation.

• How you can uncover valuable CX insights that improve contact center operations and coaching moments with agents
• Why capturing key metrics and insights across the customer journey that can help improve the employee and customer experience
• What a CX program in the contact center can do to help boost digital transformation efforts that results in deflecting more calls

Speakers

Jamie Menn
Solutions Consultant, Verint

Samantha McDougall, Verint
VP, Customer Analytics