When a business owner starts a new venture, he yearns for profits more than anything else. But sooner or later, he realizes the importance of sustaining profits, which gets him thinking about customer experience while using his product. So, he starts sending surveys to customers and uses the results to alter his product or service. However, when it comes to customer service, a number of business owners who run in-house call centers are still clueless about how they can measure and add to that customer experience. Although KPIs like CSAT and FCR paint a rough picture of customer experience, they don’t always tell how the experience can be improved. Why In-House Call Centers Struggle to Generate Customer Loyalty?
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