Looking Beyond The Call Center: Preventing Erosion In Your Customer Base And Profits

摘要

Today's competitive business environment has driven the need for higher levels of service quality. Even with huge leaps in service technologies, companies struggle to meet customer expectations while reducing contact center costs. For every service contact that a company receives from a customer, there are five to ten other customers who experience the same problem without making contact, according to a report by research firm TARP, "Understand Customer Behavior and Complaints."