CCW Executive Report 2017: Performance and Agents

CCW’s Executive Report on Performance & Agents addresses the goals, challenges and solutions organizations will address in their pursuit of a results-oriented, irrefutably valuable customer experience function. Citing exclusive market research, it investigates how organizations are defining and measuring success. It pays specific attention to the role cost still plays in today’s customer experience environment, including whether certain channels are more or less likely to increase costs.

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