Business Intelligence Investigate

Five Tips for Improving Customer Experience – Starting with the Support Desk

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Executive Summary

This paper conveys how the pressure to increase customer satisfaction metrics with less funding will increase as companies look for new ways to differentiate their services and reduce customer churn. To get ahead, customer support organizations must maintain a focus on using the right measures of success. They need to empower agents to support more customers better, providing them with multiple, integrated communications channels, and they need to be dedicated to delivering the best customer experience regardless of the support request.

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