Measuring CX in a Digital-First Economy
How do you measure customer experience in a hybrid world of digital self-service and agent-assisted customer service? Notably, agent-assisted channels are growing in use by 9%, while pure self-service is down slightly.
Concentrix offers an integrated path for measuring CX success that synthesizes data inputs from multiple channels, allowing for a more comprehensive picture of customer experiences with richer data.
DOWNLOAD this white paper and learn how to combine feedback sources – transcript analysis, survey feedback, and other inputs – to see the full view of CX and better deliver on customer expectations.