Contact Center Experience Assessment™
A Contact Center Experience Assessment™ (CCXA™) measures the operational efficiency of your customer experience delivery.
A CX management tool, it provides the intelligence to deliver better customer experiences, more consistently and more efficiently. Axim’s Consultants audit your CX environment, your organizational structures, strategic goals and KPIs. Then a Voice of the Environment Study assesses your CX delivery through the eyes of those who deliver it. This is supplemented by Customer insight and a discovery of your CX tools and processes.
The result? Better identify how the contact center can maximize CX; baseline CX metrics and understand Customer Journeys; define the operating efficiency of the CX environment; recommendations on new CX strategies, tools and technologies and a cost benefit analysis quantifies the RoI of these recommendations.