2. “To
really
win
their
loyalty,
forget
the
bells
and
whistles
and
just
solve
their
problems.”
What
Should
You
Measure?
The
number
one
cause
of
undue
effort
for
customers
interac5ng
with
contact
centers
is
the
need
to
call
back
because
their
issue
wasn’t
resolved
on
the
first
aCempt.
Harvard
Business
Review:
Stop
Trying
to
Delight
your
Customers
Aug
2010
2
3. 3
Contact
centers
can
leverage
an
increasing
variety
of
analy5cs
applica5ons
that
connect
pieces
of
a
customer’s
interac5on
experience,
aCemp5ng
to
roll
func5onal
siloes
into
a
meaningful
whole
“The
Three
golden
rules
of
Customer
Service”,
Ovum,
February
2013
