Webinar - CX Spending Plans Bullish – Why They Should Stay that Way - Metrigy

What you'll learn

• Agent turnover is too high – CX technology helps to automate customer inquiries, improve agent coaching, and identifies low performers.
• Customers require help during down economies, particularly in the areas of financial services, high-tech, retail, and hospitality. Give them what they need now, and they’ll be loyal for years to come.
• Customers have seen rapid changes and improvement in self-service and digital-first customer service. Companies that stop these projects—or worse yet, can’t support existing ones—will be at a competitive disadvantage.
• Customers will continue to hold power. Poor customer experiences will continue to be amplified on social media. Without the teams to address those comments, customers will be wary to continue working with your company.
• Virtual will be key. Customers will opt for video exchanges over in-person, in part because they will save on fuel costs and in part because they expect the convenience.

Topics covered