Most of your employees these days are carrying their own mobile phones. If these devices end up being used for work calls, do you know if the communications on them meet your customer care quality standards?
The latest statistics show that far more people in the typical workplace are likely to have a mobile phone than not. For example, personal mobile phone penetration in the US now is 95%,...
If your business involves communicating with customers using a contact center, then customer engagement quality is very likely at the top of your important success metrics.
Yet many companies continue to operate contact center quality programs that ignored the most common communications device in today’s companies: the mobile phone.
The customer experience is in the spotlight again. Are you confident that your employees on mobile devices are saying the right things to your customers?
For years, companies have invested in tools, training and processes to improve the customer experience. Research shows that seemingly minor increases in retention and satisfaction can flow to the bottom line in a big way.
Customer experience has never been more important.
Companies know this and are using their contact center quality as a differentiator and a way to beat the competition.
The “face” you put before customers has a major impact on your brand and potential for growth.
How well your contact center agents perform can be a make-or-break aspect of your company.
It can mean the difference between a profitable customer relationship and a customer who defects to the competition.
This is why so much research and thought have gone into improving the customer experience over the past decade.
The business world is still buzzing about the PR fallout from United Airlines’ recent removal of a passenger from one of its flights. Fortune and The Wall Street Journal reported this week that United’s corporate clients are pressuring the company to improve its customer service.
But most customer service issues never explode across the headlines like United’s has.
October 11, 2021