NextCoastMedia Launches New Publication: Customer Experience Report Pioneering News & Analysis Site
Customer Experience Report will focus on the need for business personnel to design a strategic plan to address the whole range of multichannel customer contact centers.
Customer Experience Report is an innovative online news and analysis publication examining the fast-paced evolution of multichannel customer contact centers. The website will analyze new technologies used by these contact centers, as well as the expanding geographic areas they service. Content on the new website is geared toward senior executives who seek practical tips and industry specific information.
An expert team of editors, writers and analysts will provide news reporting and original insights on topics of interest to high level executives in companies employing customer contact centers. Articles will be targeted to decision-makers responsible for customer support, engagement and satisfaction. Business leaders with budgetary control and the authority to contract outsourced services are expected to find the information provided by the Customer Experience Report helpful in making informed decisions.
"At Nearshore Americas we found that the customer experience component of our coverage very rapidly relative to our other coverage areas. Our consensus was that the time is right to launch a publication with a singular focus on the issues facing today's customer experience executive," said Editor in Chief, Loren Moss. "There are many technology focused publications out there. We are not reviewing the latest IVR system or cloud software. Our focus is on best practices and management strategy. That is where we have found dedicated coverage in the customer contact space to be lacking."
The wide use of call centers and other customer contact channels has generated interest in the field of customer experience management, an area that deals with the collection of processes used to track, oversee and organize the interaction between the consumer and the companies that service them. Business leaders in charge of customer satisfaction and other aspects of the relationship between customers and companies will find the topics covered by Customer Experience Report useful in optimizing communication with consumers to foster customer loyalty.
Customer Experience Report will provide informative news and analysis focusing on all customer touch points, from traditional channels like customer service requests and call center communications to social media avenues such as Twitter and Facebook. Engagement and support strategies through text-based services like chat, voice, email and video will also be discussed. The new online publication will focus on the need for business personnel to design a strategic plan to address the whole range of multichannel customer contact centers.
Articles in the publication will fall into the categories of operations, strategy, newsworthy contracts, mergers and acquisitions, Expert Edge commentaries, and nearshore issues. Readers can expect articles about call center software, workforce management issues including best practices and measurement of agent performance, and news about call center outsourcing.
About Next Coast Media
Next Coast Media is also the owner and operator of Nearshore Americas, the only news and research organization dedicated exclusively to outsourced business services and IT consulting industries of the Americas.
Next Coast Media
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