Title: Exploring the CX Dichotomy: Improving the Customer Experience While Reducing Costs
Hosted by the Contact Center Network Group (CCNG); Presented by Chris du Toit, CMO, Jacada
Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.
Watch the webinar replay to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry:
- How to improve self-service utilizing Visual IVR, Natural Language and chatbots
- Techniques for improving contact center efficiency while removing the digital to voice disconnect
- How to optimize your back office processes with Robotic Process Automation.