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The days of cookie cutter contact center interactions are quickly dwindling. With the number of interactions increasing daily on various channels, contact centers cannot rely on old strategies to marry service and customer demand. To address the challenge the engagement capacity gap poses, organizations can take a few proactive steps to reimagine their customer experiences.
In this Ventana Research Viewpoint, “Rethinking Customer Engagement Strategies at Increasing Scale,” you will discover how your organization can create differentiated customer experiences at scale, rethink processes to collect and analyze interaction data and how to design experiences for customers and employees that are connected, measured, and analyzed.
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