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. Just like you grade the call internally, your customer should grade the call externally. What to do now. This is humane.
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