Ebook

Four contact centre optimisation use cases in telecom

Learn how telecom providers use customer journey management to reduce costs, improve performance and increase customer satisfaction

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Your customers expect frictionless experiences whether they engage with self-service channels or connect with agents.

When customers rely on the contact centre, there’s a lot on the line: recent studies show that a majority of customers say they would switch to a competitor because of one bad service experience.

But managing a contact centre is complex with the proliferation of digital touchpoints, AI technology and remote agents. Traditional solutions prevent visibility across service channels and often result in frustrating and complex experiences. This leads to high costs, low customer satisfaction and high employee turnover.

It’s time to transform the way you approach contact centre optimisation.

In this ebook, you’ll discover a collection of four use cases and examples of how leading providers are using customer journey management to:

Boost contact centre channel performance
Increase self-service
Improve experiences beyond the contact centre
Enhance escalation management