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Voice of the Customer mastery, keys to unlocking amazing CX

 

In today's world customer behavior is increasingly convenience and context-driven.  Organizations must continue to innovate and invest in people, processes, and technology in order to stay relevant.  Capturing how customers truly feel each step of the way, across all channels and for each and every interaction is the key to unlocking amazing customer experiences.

 

ZOOM International and Frost & Sullivan hosted an interactive session about the latest trends in CX delivery, including journey mapping from scratch, agent ups-killing and paint point removal. Learn about best practices in overhauling CX, key performance indicators, understanding customer intent and turning insight into actionable intelligence that will increase top-line revenue.


The session covered themes such as:

 

  • The role of the human agent when AI deals with 80% of customer queries

  • How loyalty and trust affect revenue and churn

  • Why traditional contact center metrics fail to detect relationship breakdowns

 

Registration

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