White Paper

Customer Experience Management & Improvement:

Part One:
Customer Experience Management & Improvement

As customers become more demanding and their expectations of what constitutes good service increases, contact centres are forced to develop greater external focus. This can raise questions such as: how satisfied do customers have to be and what do customers want from contact centers?

Based on research from contact centers throughout the UK, this report from ContactBabel looks at:

  • The factors most valued by customers using a contact center
  • The best methods to use for gathering customer insight
  • How complaints are formed and the most effective channels you can use to tackle them
  • What makes a Voice of the Customer program successful
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