By Conference Recording - November 25th, 2015

In an economy driven by service differentiation, it is vital to uncover the value of your operations in order to refine each incremental service offering to its fullest potential.

- Clearly quantify the performance of your contact-center: Success goes way beyond efficiency gains. Derive and communicate measurable value from you customer service operations in order to prove your value, and improve your budget.

- Re-define your service KPIs to reflect the customer journey: Traditional, operation-centric, CRM metrics focus on statistics, often missing how your customer truly feels. Develop journey-centric KPIs in order to reveal unparalleled insight into how customers perceive their experience and your brand.

- Demonstrate your success: Develop new perspectives to evaluate your service initiatives, and communicate the fruits of your labour in a clearer, more digestible manner.

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