Consumers contact organizations for a variety of reasons - and have multiple points of contact to do so. What they expect from your organization is to have their issue handled correctly the first time.
However, that is not always the case. Understanding where your organization’s point of failure is, and providing a remedy, enhances the customer experience.
Join us as we discuss phone service delivery; whether used as the first point of contact, or as the channel of last resort.
In this session we examine how four basic caller experience metrics can be monitored and integrated to identify the highest impact improvement opportunities in a call center.