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CustomerExperienceManagement (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. INTRODUCTION.
CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customerfirst. The way they treat your customers determines how your customers feel about you.
Some contact centers even include sophisticated features that enable them to distribute calls efficiently and provide exceptional customer service. For example, interactive voice response ( IVR ) can help boost first-callresolution by routing calls to the most knowledgeable agent.
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