As customers become more demanding and their expectations of what constitutes good service increases, contact centres are forced to develop greater external focus. This can raise questions such as: how satisfied do customers have to be and what do customers want from contact centres?
Based on research from contact centres throughout the UK, this report from ContactBabel looks at:
The factors most valued by customers using a contact centre
The best methods to use for gathering customer insight
How complaints are formed and the most effective channels you can use to tackle them
What makes a Voice of the Customer programme successful