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Often contact centers are judged on how efficiently they operate, making operational performance the top priority. As they look to speed and process improvements, they often are overlooking many opportunities to enhance the customer experience, that ironically might also reduce costs.
Tools and insights to gain real-time customer feedback are readily available for companies that are willing to take the time and allocate resources to better understand the "why" behind the "what" happening in their contact centers. The e-book, Ask Why: The Secret to Turbocharging Contact Center Performance, teaches contact center professionals:
Empowering customer care by answering "why" questions will help change the perception of the contact center from a cost center to a value-added part of the business. Visit