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 be dedicated to delivering the best customer experience regardless of the support request.
• What metrics are the using to determine the success of their help deks? Is CSAT important, or are they still focused on FCR and efficiency-related metrics?
• What do they think about the importance of providing a WOW experience to their customers during a support interaction?