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Equip your Customer Service Reps to Support Seamless Customer Journeys

The contact center landscape is always evolving but one thing that remains constant is the struggle for businesses to effectively engage with customers across different channels — with their personal preferences and interaction history at the forefront of each interaction. In this report, Gartner® discusses the root causes of this challenge including agent knowledge and training gaps and fragmented workspaces. The report also explores how CX leaders can bring all aspects of the customer journey together to create one seamless, unified, and consistent experience for both customers and agents. What you’ll learn in this Gartner® report:
  • The top organizational and agent productivity challenges that are resulting in disconnected customer experiences
  • Ways to ensure the nuances of each communication channel and customer context are top-of-mind for agents during each interaction
  • How CX leaders can adjust agent scheduling, workflows, training, and desktop experiences to close the performance gap.

To download the full complimentary report, complete the form on the right.

Gartner, Equip your Customer Service Reps to Support Seamless Customer Journeys, Steve Blood, 5 May 2022. GARTNER and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.


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Download the Gartner® article.

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