Download our eBook: 10 Steps to CX Maturity in Your Contact Centre

10 steps to

customer experience

maturity in your

contact centre

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About this eBook

The modern contact centre is coming of age, but what changes should contact centre managers be implementing to ensure it matures into a competent provider of memorable customer experience (CX)?

CX has become the fundamental driver of business in the modern hyper-connected and highly competitive marketplace. That’s why the modern contact centre needs to improve infrastructure, to accommodate new digital communication channels, and implement processes and procedures that improve customer engagement and drive strategic CX outcomes.

These 10 steps to CX maturity in your contact centre offer the ideal roadmap to achieve these strategic objectives, to effectively transform your operation into a fully-fledged contact centre of the future.

Download this eBook to learn:

  • The key elements that define a mature, modern contact centre.
  • How to future-proof your contact centre’s capabilities.
  • How factors such as changing customer demands and preferences, channel fragmentation and digitisation are reshaping the modern contact centre.
  • Why the matured contact centre should sit at the heart of your business’s CX strategy.
  • How to transform you contact centre from a cost centre to revenue and profit generator.

About Pivotal Data

Pivotal Data is a specialist provider of Genesys PureConnect, PureCloud and PureEngage services and support. We are the #1 Genesys partner in Africa and the only Gold partner to offer the full range of omnichannel and analytic solutions, either as on-premise, hosted or cloud deployments. We’re the only provider to offer embedded voice authentication capabilities in the hosted contact centre environment to enhance security and reduce fraud.

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