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Improving CX is not a one-time effort

OpenText Qfiniti to lead Call Center Week Workshop

Welcome to 2018!  I trust that you’ve all updated your gym membership, started your diet and sworn off all those bad habits.  If only it were a one-time effort – one set of reps, one pill, one technique.  But sadly, it is not that easy.  To help me prepare for my personal workout goals this year, I was reading an article in the Huffington Post proclaiming the, “7 Tips to Help You Reach Your New Year Fitness Goals” and the list was simple and easy.

  1. Get out of a rut
  2. Know your motivation
  3. Make a plan
  4. Get support from others
  5. Keep a tracker
  6. Think outside the box
  7. Celebrate your successes

I found this list to be oddly similar to the list of tips I plan to share with a group of contact center executives next week at Call Center Week Winter in New Orleans. OpenText is sponsoring a preconference workshop next week at the event and this fast-paced sold out workshop was delivered at CCW in Vegas in 2016, and in 2017 with over 200 attendees.

The session this year will include feedback and tips gathered from the Vegas CCW attendees and other industry practitioners to continue the discussion on process best practices in key operational areas focusing on people, process, technology and strategy.

Just like the gym, improving the CX is not a one-time effort—it must evolve. 2018 is the year to get out of your customer service rut, know your customer needs and desires, make a plan, get support from industry leaders, track your results, think differently about new channels and celebrate in your success.

You can also learn more about contact center solutions from OpenText by visiting the OpenText™ Qfiniti page here.  OpenText Qfiniti won the IQPC Call Center Week WFO Provider of the Year award at the last event.  

Workshop C – Monday, January 22 – 11:30 AM – 2:30 PM

CX DELIVERY OPTIMIZATION 2018: Continuing the Discussion – Tackling Your Biggest Challenges with Best Practices

So join me in New Orleans.  There only a few seats left.  Register today.

I hope to see you there…or perhaps at the hotel fitness center.

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OpenText is the leader in Enterprise Information Management (EIM). Our EIM products enable businesses to grow faster, lower operational costs, and reduce information governance and security risks by improving business insight, impact and process speed.

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