CX SPECIAL REPORT | 10-MINUTE READ
CCW Special Report on Reducing Customer Experience Costs, featuring TTEC
Companies that experienced growth during the pandemic, though fortunate, were faced with unexpected influxes of customers they were likely not prepared to accommodate. Without a proper plan in place, many faced major delays and service gaps, leaving customers frustrated and agents unprepared to handle the increased complexity of these new cases. Contact center agents admirably rose to the occasion in the face of these unprecedented demands, but their success was ultimately limited by inefficient processes and technology.
Crisis Comes at a Cost
Organizations must now work to alleviate some of the burden agents carried and optimize processes to improve operational strategy and deliver an even higher-value, agile customer experience at a lower cost.
Learn how to do just that (and more), in our latest CCW Digital Research Report. Download the report to glean insights from Freshly’s CX Delivery Manager, Elevate’s Sr. Manager, Operations and Workforce Management, and TTEC’s SVP, including:
- How to effectively empower agents to manage periods of heightened volume and urgency
- Ways to reduce training time through direct and targeted support
- Tips to achieve more proactive, cost-effective customer service that generates long-term loyalty