Anna Convery, EVP Strategy
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.