For years now, businesses have been investing in digital technologies to make them more efficient, more productive, more flexible and more connected. Digital transformation and a focus on customer experience can generate up to a 30% increase in customer satisfaction – and economic gains of up to 50% (McKinsey & Company).
But while organisations may have intellectually understood the need for digital transformation before, there’s no doubt that COVID-19 has created an urgent need to accelerate those plans – so that businesses don’t just survive, they thrive in these new conditions.
Customer effort is one of the most important measures you can use to understand customer experience performance. Here are 3 easy ways to reduce it.
Learn 3 ways you can use technology to support contact centre agents and foster a better work environment – while boosting customer satisfaction.
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