3 months ago

The Tricky Side Of Omni-Channel

And if not organized and

And if not organized and managed very carefully …

Lets go back to the start • The purpose of the CS department in the engagement era is to contribute significantly to the brand image and long term growth of the company • However in order to do so the basics need to be covered Are they? • Reports have indicated that even with all these new systems, platforms and technologies in a significant amount of CC’s: • Average call time has increased • Drop off rates have increased • Customer satisfaction rates have not improved • In some cases customer ratings of the service have declines • Overall productivity and service levels have not improved or even worsened