Businesses are finally beginning to appreciate the value of customer centricity. 73% of organizations now see customer satisfaction as a "very important" or "solitary" factor in evaluating call center performance. Customer satisfaction is the paramount call center objective for more than twice as many organizations as cost efficiency.
That does not mean customer service has reached a state of perfection.
There are four cold, hard truths that put today’s customer management landscape into context. Some reveal why today’s age of the customer, though indeed golden, does not shine as brightly as possible. Others reveal why today’s age of the customer shouldn’t shine as brightly as some advocates suggest.
Get to know those four truths in this free whitepaper. Download below: