Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

摘要

It's a dilemma in call centers everywhere. How do you provide a superior customer experience, and still keep costs under control? Customer satisfaction metrics such as Net Promoter Score can help, although a more telling metric is the call deflection rate and moving customers to low-cost channels. Here are 10 objectives that, working together, can help your call center create a cost-effective multichannel engagement and improve the customer relationship lifecycle.