Customer experience (CX) has become a strategic differentiator for firms across many industries. As a result, creating happy customers and retaining them is a top priority.
Companies often follow different paths to achieve this result. However, there is one common element that all firms must manage well to achieve their CX goals: employees. It’s the employees that address client needs — and if they struggle doing their job, that means the CX results will suffer.
This document highlights how incorporating unified communications (UC) capabilities within the contact center influences operational efficiency and customer experience results.