Are You Using 1999 Metrics to Measure 2019 Customer Care?
BlueOcean
FEBRUARY 7, 2019
Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Today’s consumers and their shifting expectations have turned that perspective on its head. For the same reason, we also believe that contact center pricing should never be your first question in the quest to outsource).
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