Why is it important to effectively analyze customer calls? The information you collect will pay big dividends when it’s included in the development of a call-handling strategy. Implementing such a strategy can lead to dramatic improvement in agent professionalism, call-handling performance, average handle time, revenue and overall customer satisfaction. This ISG white paper suggests using a five-step process as a way to ensure success.
Beyond Call Tracking: The Importance of Taking the Critical Next Steps
Many enterprises capture intricate details of their customer contacts through call tracking, yet – often – too little time is spent analyzing calls and deriving optimum performance methodology from this powerful data. The irony for many large companies is that, even though they fervently track calls, they still fail to take the critical next steps to actually improve operations.
Why is it important to effectively analyze customer calls? The information you collect will pay big dividends when it’s included in the development of a call-handling strategy. Implementing such a strategy can lead to dramatic improvement in agent professionalism, call-handling performance, average handle time, revenue and overall customer satisfaction. This ISG white paper suggests using a five-step process as a way to ensure success.
Why is it important to effectively analyze customer calls? The information you collect will pay big dividends when it’s included in the development of a call-handling strategy. Implementing such a strategy can lead to dramatic improvement in agent professionalism, call-handling performance, average handle time, revenue and overall customer satisfaction. This ISG white paper suggests using a five-step process as a way to ensure success.
