Contact Resolution and Agent Empowerment will Increase Customer Loyalty
NICE inContact
OCTOBER 3, 2017
According to the inContact Customer Experience Transformation Benchmark Study, “phone is the most effective method of resolution with over 8 in 10 who spoke to a live rep saying their issue is resolved – and over 8 in 10 saying it was handled the first time.”. Agent empowerment is part of the process.
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