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). They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions. Anything less knocks the customer out of focus.
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