Agent Empowerment Coaching Customer centricity Feedback 
TechSee
APRIL 16, 2019
Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Enhancing employee satisfaction and cutting agent attrition should also be core priorities. After all, happy agents mean happy customers.
Comm100
DECEMBER 1, 2017
This is why 34% of organizations have recognized the importance of improving their voice of the customer strategy: They want to be sure that the customer experiences that they are designing (and the investments that they are making) are what their customers are actually asking for. Customer Journey Mapping Is Gaining Importance.
Expert insights. Personalized for you.
126 
Let's personalize your content