According to Forbes, poor customer service is costing businesses more than $75 billion a year. The pressure to reduce contact center costs is immense. But how do you manage to mitigate contact center costs without sacrificing customer experience?  

In this informative guide, you'll discover why and how leading enterprises are taking a journey-based approach to optimize contact center performance and reduce costs while increasing satisfaction. You’ll learn about:

• Why contact center leaders struggle to reduce costs and boost satisfaction
• Why customer journeys are the key to contact center optimization
• 6 ways journeys help you increase satisfaction and reduce costs
  
• Detailed, real-life contact center-specific customer journey management use cases and success stories
  
• And more!