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Part 2 of the Cincom White Paper Series: CEM in the Contact Centre
"The Next Frontier for Contact Centres"
With insights from Shaun Smith, Smith+co
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Moving the Contact Centre from Cost Centre to Value-adding Experience Centre
According to recent studies, few contact centers have evolved to strategic business units that add value to the customer experience. In fact, many are still caught up in efforts to reduce costs—and losing the battle for customer loyalty and profits in the process.
"The Next Frontier for Contact Centres" This new paper reveals how CEM begins with the customer experience and brand promise and ends with better profits. With firsthand insights from Shaun Smith, you’ll learn how companies have made the step and are realizing the results. |
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About Shaun Smith, Smith+co, and Cincom Systems, Inc.
Shaun Smith is a founder of the customer experience movement and a foremost expert in CEM and brand loyalty. Cincom and Smith+co have partnered to help contact centres evolve to provide a valuable customer experience, ensuring that brands can drive customer loyalty through the contact centre. Learn more about the partnership. Learn more about Smith+co. |
Shaun Smith
CEM Expert, smith+co
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Customer experience management for the contact center white paper
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