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Tie contact center and IT for strong customer experience management
This article is part of the Customer Experience Exchange issue of September 2012, Vol. 1, Issue 6
In many organizations, the IT department and contact center have a big gap in communication and collaboration that can lead to frustration and project delays. The root of the problem is that the two departments have different goals and are often out of sync. It's a huge issue for many organizations, but it doesn't have to be, experts agree. Recognizing that both departments work in silos -- each with its own agenda and goals -- is the first step to making customer experience management (CEM) thrive. What we have here is failure to communicate "For everyone involved it’s simply a failure to communicate," said Donna Fluss, president of DMG Consulting LLC, a West Orange, N.J. firm specializing in customer-focused business strategy, operations and technology services. An IT person who lives and breathes technology, Fluss is also a contact center and enterprise executive who believes the misalignment between IT and the contact center is a problem. "Change is needed to improve communication between contact center managers and their IT...
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Features in this issue
The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that.
Getting a full view of customers and anticipating their needs will create a winning CEM strategy, according to executives and experts.
Treating patrons like assets and aligning company priorities is touted as a winning customer experience management strategy.