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This whitepaper discusses how one can increase customer satisfaction - and the center's strategic value - by fine-tuning quality monitoring processes. It looks at how internally focused measures and metrics need to be adjusted so that organizations never lose sight of customers preferences, and considers why it is important to analyze the correlation between quality measures and data sources that reveal customer satisfaction across all channels. The whitepaper closes with practical steps organizations can take to improve quality monitoring and increase customer satisfaction.
- Format: PDF
- Size: 810.3 KB