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New Face of Customer Service 2
Pega Resources - Podcasts
English - July 04, 2013 16:32 - 20.7 MB - ★★★★ - 2 ratingsBusiness News Business News pega pegasystems bpm bpms Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Previous Episode: The New Face of Customer Service I
Next Episode: New Face of Customer Service 3
In the second chapter of a discussion with contact center industry experts Brad Cleveland and Terri Pennypacker, the podcast explores the metrics and strategies contact center managers should embrace if they want to excel in the middle of a tidal wave of rising consumer expectations. If done well, customer contact centers can become customer engagement hubs that drive revenue and strategic goals -- rather than be regarded as a cost center.