There is no single magic metric that will offer a clear indicator of your center’s performance or guide your operation to a successful outcome.
Strategy Customer Experience
Getting technology right is about not letting the day-to-day fire drills stop the ongoing activities to plan for, implement and optimize changes.
Companies that did not measure the impact of the VoC were much more likely not to have improvements in satisfaction year-over-year, and several actually reported significant declines.
Strategy Customer Experience Research
Analytics has brought an unprecedented degree of intelligence—yes, I’ll say it—artificial intelligence (AI), to the call-routing process.