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How to Dig Deeper into Customer Experience Management

April 25, 2013 /

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"Focusing on three to five loyalty drivers enables organizations to better understand which [key performance indicators] to link together rather than relying on data from all of the operational metrics," said Verint’s Nancy Porte. "With the right tools in place, the contact center can play a strategic role in the collection of customer experience data."

By Jennifer LeClaire

Full Story: http://www.crm-daily.com/story.xhtml?story_id=121006GAZS37

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