The Tricky Side Of Omni-Channel
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What is the purpose of CC & CS<br />
• To solve customer inquiries / Avoid dissatisfied clients / increase brand satisfaction<br />
ÞUltimately: Contribute significantly to the brand image and long term growth of the<br />
company<br />
• As optimally as possible, as measured by a series of KPI’s / metrics<br />
• First time resolution<br />
• Average waiting times<br />
• Customer satisfaction scores<br />
• Overal service levels<br />
• Etc ...<br />
• And all that at a minimal cost
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