Practical Measurement of Customer Experience

Posted: 09/06/2010

Maria Dondero, SVP at Thomson Reuters, discusses her reconstruction of Reuters' Customer Service department, including conducting a survey that helped determine the perception of their competitors and where their metrics needed improvement. Dondero and her team evaluated various elements of service, such as field engineer support, and came up with some helpful analysis that allowed her to recreate and restructure their call center.

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