When your customers contact your call center for support, sales or other purposes, what kind of customer service experience do they have? Does your call center have a system in place for measuring that experience? Tracking your call center metrics is critical to delivering positive, brand-reinforcing customer service with every call. However, many companies either lack the proper system to track their data, or, don’t know how to measure the data they collect to make improvements.
One area that can often create drastic improvements for your overall caller experience is Interactive Voice Response (IVR). We’ve talked about the power of an IVR tune-up or overhaul in delivering superior (or negative) CX in articles like [Read more…]