Contact Resolution and Agent Empowerment will Increase Customer Loyalty
NICE inContact
OCTOBER 3, 2017
Personally, my favorite of these quotes is “It’s not how we make mistakes, it’s how we correct them that defines us,” and this couldn’t be truer when it comes to customer service. Our same study showed that customers put a lot of weight on first-time resolution of those issues. Agent empowerment is part of the process.
Let's personalize your content