Best Practices for your Quality Monitoring Form
Customer Relationship Metrics
MAY 12, 2017
The following discussion comes from a study conducted in an inbound sales and (sister) service group. The iQM scores were consistently high but customer complaints, First Call Resolution performance, and customer defection as measured by Net Promoter Score (NPS) were all on the negative trend when quantified by the eQM process.
Let's personalize your content