2 weeks ago

The Tricky Side Of Omni-Channel

What is the purpose of

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

How has the CC evolved in order to fulfil its mission?