Maximize Your ROI on Contact Center Surveying

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Source: Customer Relationship Metrics

Date: January 2008

Type: White Paper

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Overview: This paper published by Customer Relationship Metrics describes as the marketplace is moving from a service economy to an experience economy, contact centers are being vaulted from the position of being considered a back-office operation that has little strategic impact to the competitive differentiator that can be a weapon in a commoditize marketplace. With this shift and the realization that the contact center has access to more customer contacts and intelligence than any other part of the enterprise, measuring and enhancing the customer experience is in high demand and is highly visible within organizations.

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