Hexaware CCT BPS-Whitepaper_Building-empathy-into-retail-contact-centers

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Q 1. Which of the following metrics would you like to improve within your customer care center?
Customer Satisfaction (CSAT) and Net Promoter (NPS) Scores Improved First Contact Resolution (FCR) Optimized costs and maximized ROI Reduced Turn Around Time (TAT) and Average Handle Time (AHT) for the agents Other

Q 2. What possibilities would you see leveraging automation/AI in your call center operation?
Hyper-personalized information and messaging for customers A consistent customer experience across channels Zero Queues: interactive virtual agents available 24/7 Improved customer service, increased efficiency, and reduced costs Other

Q 3. Is your company currently looking for contact center transformation to reduce TCO and/or enhance customer experience?
Yes No

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