Kira is stuck. As the executive leading customer service at a Fortune 100 company, the current economic instability is the biggest challenge she has faced in her career. Her company’s CEO and board keep harping on lowering costs, but she knows indiscriminately slashing costs in the contact center will ultimately hurt customer satisfaction and negatively impact the bottom line.
In December 2022, Uniphore commissioned Forrester Consulting to evaluate the transformational potential of conversation intelligence solutions. Forrester conducted an online survey of 317 customer service strategy decision-makers at organizations in North America and Europe to explore this topic.