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Across industries, those responsible for customer support are charged with lowering costs and
improving customer loyalty. But often these goals are seen as diametrically opposed.
Whether it's delivered via a traditional call center, the Web, e-mail, a mobile device, or in person, customer service is now recognized as a differentiator that can provide significant competitive advantage to companies that excel at it. However, the challenges of customer service and support are only getting more complex and more demanding. The key is to tap into all the knowledge captured throughout the organization - often managed separately from a CRM system - to deliver transformative customer service.
This paper provides an overview of business analytics, offers guidance on how to set up your organization for success, and outlines what to seek in a solution.
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