Customer Experience Professionals: Why We Do What We Do
ijgolding
NOVEMBER 17, 2016
Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds! IG: Experience, experience, experience.
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