Customers have ample choice when it comes to which brands they choose to interact with and purchase from. Considering the fickle nature of consumers, it’s clear that their experience of every aspect of your brand – including your customer service – can dramatically impact follow-on purchases and customer lifetime value. In other words, your contact center may be helping – or seriously hurting – your company’s bottom line.
We commissioned independent technology market research specialist Vanson Bourne to help us understand the potential and real impact of customer service on brands and revenues. As the research reveals, many companies are not adequately equipping their contact center representatives to quickly and effectively help customers – and are paying the price.
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