1、1Building a competitive advantage with contact center intelligenceContact Center TrendsIN PARTNERSHIP WITHIN PARTNERSHIP WITH2Whenever economic times hit a spot of turbulence,it can feel like everyone around you is suddenly bracing for impact.But that neednt be you too;in fact,this is your time to s

2、hine.As a contact center leader,youre in the cockpit,the engine room,and fuelling the tank all at once.So not only can you and your agents help your business fly through bumpy patches unscathed;youre in a unique spot to help it break the sound barrier.We know this because,in partnership with Qualtri

3、cs XM Institute,we spoke to more than 33,000 consumers in 29 countries around the world and a clear message emerged.The contact center is the driving force behind increased customer loyalty,spend,and resilience to any economic troubles ahead.The secret?Data,and how you use it to better connect with

4、your customers.Because all that unsolicited data that comes pouring through contact centers on a daily basis is nothing but pure,unfiltered jet fuel.Emails,calls,chat,tweets,and texts its a goldmine of customer intelligence that,if utilized and understood,can empower agents to transform customer rel

5、ationships,resolve issues quickly,and build seamless journeys that keep your customers happy and loyal as we navigate the months ahead.Wed love to show you how.Attention all passengers,please stow your tray tables3Meet the expertsBruce Temkin Head of Qualtrics XM InstituteShorit Ghosh VP Solutions,Q

6、ualtrics XM DiscoverIsabelle Zdatny XM Catalyst,Qualtrics XM InstituteTalia Quaadgras Senior Research Associate,Qualtrics XM InstituteMoira Dorsey Principal XM Catalyst,Qualtrics XM InstituteKoren Stucki Global Lead,Strategic Consulting for XM Discover,QualtricsLonie Brown XM Product Scientist,Qualt