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If 85% of all customers are disatisfied with their phone experiences with companies, how do you ensure you're not part of this majority? The 2011 KC Call Center EXPO, in combination with OpenMethods, broached and answered this question. By focusing on the customer and their experience, by truly tuning into the voice of your customer, the payoff becomes more than tangible! Check out this terrific presentation from the 2011 KC Call Center EXPO for more...