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In a recent survey by Forrester Research, Inc., 60% of respondents said executives want to differentiate their organization based on customer experience management (CEM). To achieve this goal, you need to focus on your contact center -- do you have the tools to provide personalized service in real time?
In this technology adoption profile, explore current CEM trends -- including goals, strategies, and challenges -- as well as how to improve customer experience with the right contact center technologies. Specific topics covered include:
- Drawbacks of traditional contact center infrastructure
- Benefits of Software-as-a-Service (SaaS) deployments
- Risks of not adopting modern tools
- And more
- Vendor:
- Genesys
- Posted:
- Feb 8, 2021
- Published:
- Mar 31, 2013
- Format:
- Type:
- White Paper
