The Objectives & Characteristics of Best In Class Contact Centers

Contact Center Discussion with Kate Leggett

In this contact center podcast discussion, Forrester analyst Kate Leggett discusses the characteristics of best in class contact centers, the factors driving an evolution from CRM to Customer Experience Management (CXM/CEM), and several of the most disruptive technologies making their way into contact centers—including cloud Customer Relationship Management systems, social CRM, voice of the customer programs, speech analytics and mobile.

Contact Centers

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33 minutes, 55 seconds (33:55)

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