2015: The Year of the Customer Experience | Workforce Optimization Blog

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2015: The Year of the Customer Experience

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There is never a time when customer experience should not be a priority at the contact center. 

But this year, we are seeing a renewed focus on this most important attribute, and through our blogs, articles and webinars are working to provide the information and resources that can help our clients re-dedicate themselves to delivering the best service possible.

This was the inspiration for our webinar “Monet WFO Live in Action,” which offered a guided tour of that product’s many features and benefits, and how they work together to serve your customers. These qualities were recently honored by TMC, which named WFO Live as a CUSTOMER 2015 Product of the Year

But what about cost? It’s not as significant an issue with a cloud-based solution like WFO Live, but we understand that it’s also a factor in the day-to-day decisions every contact center manager has to make. 

However, when the emphasis is on customer experience first, and fiscal challenges second, the result is a positive impact on both situations. 

Why? If a contact center delivers a great customer experience, it is going to make a difference in the bottom line.  Happy customers buy more products, and remain customers longer. And if they share an account of how well they were treated on social media, that brings more business, and more opportunities to convert first-time callers into satisfied customers. 

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