Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains

CX Today

English - July 10, 2023 09:00 - 16 minutes - 11.2 MB - ★★★★★ - 1 rating
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Previous Episode: Generative AI In the Contact Center: Announcements, Use Cases, & Future Possibilities

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CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier.

We discuss Elsevier's contact center transformation journey, considering:

Why did Elsevier decide it was time to revamp its customer experience? What goals did the business set at the start of the transformation process? Why did Elsevier choose Qualtrics to help you meet those goals? The results of the transformation? What lessons did you Elsevier throughout the transformation?

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