In many businesses, contact center efficiency and—surprisingly— customer satisfaction don’t directly drive customer loyalty. Customer loyalty grows instead from the totality of interactions. Check out this new infographic white paper based on a survey by Call Center IQ, commissioned by Harte Hanks. It found that 82 percent of contact center professionals agree that “what is good for the customer is ultimately what is good for the business.” But different businesses—or even different components of the same business—often view “what is good” differently.
The process is like a track and field meet, with each participant entered in a different event, overcoming different obstacles and achieving different goals—but with the same ultimate goal: a win for the team. Read the white paper to identify and execute a winning strategy by managing interactions that deliver loyalty.
Download PDF Attachment