In this research perspective sponsored by Verint, Ventana research delves into customer experience management. You'll learn about the importance of the customer experience when dealing with a company and how it can strongly impact their propensity to remain loyal - to continue to purchase products and services from the company, to recommend it to other people and refrain from posting negative comments about it on social media.
Employees who handle interactions are a primary point of engagement between the company and the customer, yet many of them lack sufficient skills and training to provide a positive, satisfying experience. To meet the many challenges of improving agent performance, organizations need to understand all relevant information and help enable managers and agents respond to situations in the most appropriate ways.
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