Customer satisfaction is often one of the most important metrics in the contact centre - the hope is that satisfied customers are more likely to stay with the business and buy more from them in the future.
Huge efforts are being made to understand and improve CSAT scores. But is this enough? What role does customer effort play in the modern contact centre? And what else can you do to engage your customers?
We’ve teamed up with ContactBabel to bring you the latest UK Contact Centre Decision Makers guide on Customer Effort and Engagement.
The report looks at:
- Beverley McIntyre, Head of Customer Operations, News UK