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Using Contact Center Strategic Planning and Budgeting Tools to Optimize the Customer Experience

Interactive Intelligence

Customer Experience (CX) and Net Promoter Score (NPS) are two of the benchmark measurements companies now use to gauge customer satisfaction. And to understand how budgetary decisions impact CX and NPS outcomes, companies are turning to advanced contact center technology for strategic planning and big data. But business requirements to manage these outcomes successfully must incorporate back-office operations as well as the contact center. Read why.

Tags : contact center, contact center strategy, customer experience, optimization, strategic planning, budgeting tools, workforce management solutions, call center
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Published:  Apr 23, 2014
Length:  11
Type:  White Paper