Contact center leaders feel the relentless pressure to improve the customer experience that their teams deliver. But with a wide range of CX outcome KPIs like NPS, CSAT, CES and dozens of operational efficiency KPIs it is easy to be overwhelmed and lose the forest for the trees. End of the year planning cycles often add extra pressure and urgency to understand how your are meeting customer expectations and to identify and budget for your top 2019 contact center improvement plans.
To provide you with external benchmarks and guidance for your 2019 planning NICE inContact has teamed with ICMI to help you answer thee most pressing questions:
- How are my customers’ expectations evolving? Gain insights into global customer service expectations and perceived service quality by channel from the recent NICE inContact CX Transformation Benchmark study.
- How mature are my contact center operations? See how you stack up to your peers in the new ICMI Customer Experience Maturity model. Do you feel like your organization might be ‘customer chaotic’ or a well-aligned role model of ‘customer champions’? Learn about our new diagnostic toolkit to see where your customer experience people, process, and technology stack up.
- How do I prioritize and justify 2019 customer experience improvements? Pulling it all together, learn about the top predictions for contact center of 2019 and what improvements and investments should you be considering to meet your goals for next year.
Ready to learn how your contact center team stacks up? Please join us for a webinar with ICMI: How Mature is Your CX? Planning for Success in 2019.