Since today’s savvy consumers are able to make faster and more educated decisions when it comes to selecting products and services, providing an exceptional customer experience is crucial. While your company may think it is managing all angles of service delivery through call center and QA programs, it may not be getting the complete picture. Handling customer inquiries and assessing agent performance are important but they’re not the only link in the chain. There are many other elements that impact customer experience and the effectiveness of your customer service delivery strategy.
Download this whitepaper to understand how to close the gap between how customers experience service delivery strategy and how to manage contact center agents.