Enhancing Understanding of Customers and Agents
"In today’s business environment, radically altered by new business models and channels of communication, customer loyalty is key to business success. Consumers are able to switch companies easily, and so competition to acquire and retain customers, and efforts to maximize their value, are fiercer and more determined than ever. To succeed, organizations must improve the customer experience and customer satisfaction while still keeping a close eye on operational costs. Faced with such pressures, executives increasingly rely on metrics that measure the effectiveness of their organization’s per-formance and the outcomes of interactions. Among the most important of these are customer satisfaction scores, first-call resolution rates and net promoter scores."