CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier.
We discuss Elsevier's contact center transformation journey, considering:
Interview10 Jul 2023 · 1 min read
Elsevier Transforms Its Contact Center Experience, with Impressive CSAT Gains
Discover how the global publisher utilized speech analytics to inform its contact center transformation efforts.
- 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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