Customer Experience Management & Improvement:
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