XM Knowledge Base
EBOOK
5 ways to balance costs and customer loyalty in the contact centre
Today’s contact centre leaders are tasked with balancing two often competing objectives: reducing operational costs and increasing customer loyalty. While possible to achieve both, it requires an intentional approach that factors in multiple dimensions including agent experience, customer experience, and technology investments to name a few. We’ll explain how to do this at speed and scale, so your contact centre can effectively support customers and the business.
In this ebook you’ll learn:
- The best practices to reduce costs whilst maximising loyalty
- What to consider when measuring the long-term efficacy of your contact centre
- How to avoid bad trades that benefit you in the short run, but cost you down the line
- Creating a connected contact centre ecosystem that gives a single view of the service experience