• ContactBabel Report: UK Contact Centre Decision-Maker's Guide

    ContactBabel Report: UK Contact Centre Decision-Maker's Guide...

Part One:
Customer Experience Management & Improvement

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


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