Customer-Driven Knowledge and Proving Your Contact Center's Value

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Source: Customer Relationship Metrics

Date: January 2008

Type: White Paper

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Overview: In the time of constant cost cutting and cutbacks, some contact centers have found the correct way to prove their worth to the organization and prevent wrongful cuts that can damage service quality. With the Voice Of the Customer (VOC) in hand, management can hear what customers are saying - about the company, the service and the individual representatives who assisted them. Customer satisfaction, word of mouth, and loyalty impact the bottom line.

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