Putting Humanity in Contact Centers
Customer Relationship Metrics
JULY 26, 2017
This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). And it sets agents up to fail in a customer-centric world. Contact centers are not just about efficiency of operations, they are about people – agents and customers. What to do now.
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