Tagged: Workforce Optimization

Why Customer Analytics is the Key to a Better Customer Experience

By Todd Marthaler, Contact Center Analytics Consultant, Calabrio

Your customers have more power than ever. With smartphone in hand, consumers expect anytime, anywhere access to your business. Whether they’re reaching out via a mobile app, your website, the phone or in person, your customers want a consistent, effortless experience every time. And if they don’t get this, consumers are more willing – and more able – than ever to switch.

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