Wed.Jun 21, 2017

Remove metrics-customer-centricity
article thumbnail

5 Fails to Avoid with Your VoC Program

Clicktools

Not seeing the results or improvements you expected to see from your customer listening efforts? Of course, all of this takes several months, by which time, customers are gone.) After you listen to customers, you actually need to use the feedback – this is a major requirement for program effectiveness. Why is that?

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.