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Five Steps to Improving the Customer Service Experience




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According to an Ovum survey of 300 US-based consumers, customers are willing to pay a premium of almost 10% in order to receive great customer service. By improving the customer experience at every touch-point, enterprises will gain more loyal customers who are also likely to act as brand advocates.

This whitepaper provides readers with Ovum’s viewpoints on:

  • How changing consumer behavioral trends are impacting customer service;
  • The importance of various metrics in determining the success of a contact center;
  • The five key steps to improving the customer experience.

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