Any part of the organization that interacts directly with customers has the potential to create value on three distinct levels: efficiency, customer satisfaction and strategic value. Level three leverages customer intelligence to deliver strategic value to the...
According to Dimension Data’s 2015 Global Contact Center Benchmarking Report, 52% of contact centers do not share customer intelligence across the broader organization. This is an inexcusable miss—this intel can be a rich R&D opportunity, helping the organization...
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