Customer Experience: It’s Not Just the CSAT Score – It’s a Journey

Presented by

Anna Convery, EVP Strategy

About this talk

Building a world-class customer experience is much more than just achieving a specific customer satisfaction (CSAT) score. When you consider the number of performance factors across the enterprise –it’s important to understand how people, processes and technology impact the business. What are the primary drivers for delivering service excellence? What is your strategy for improving agent performance? How are agents leveraging systems and applications on the desktop? These are pertinent questions to ask when evaluating your customer experience program. During this discussion, you’ll gain valuable insight into these questions and hear how customer-centric organizations are transforming their service operations for maximum impact.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.