Transforming Call Centre feedback into profit
If you are involved with 'voice of the customer' feedback programmes, improving calll centre performance or setting strategy for customer engagement check out our newest white paper.
Drawing on actual case studies it explains how feedback programmes can strengthen and deepen the relationship between brand and customer. It goes on to explore how companies can inform strategy and transform feedback into profit by:
- Improving First Call resolution
- Getting under the skin of MPS and CSAT scores
- Measuring performance outside the call centre
- Turning brand antis into advocates
- Creating a culture of peer power
Posted: 08 September 2011