It may be the most well-known recording of all time. Many can recite its words by heart, and it is heard daily by millions:
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Transforming customer experiences
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Customer churn can be extremely taxing on any organization. The toll it takes is not limited solely to lost revenue. Statistics show that, on average, 65% of an organization’s business comes from existing customers, and acquiring new ones is 15 times more expensive than retaining existing customers. So the full cost of customer churn consists of lost revenue and the marketing costs involved with replacing churned customers with new ones.
Employees who are excited to come to work and are ready to contribute not only help drive organizational growth through their dedication and passion, but also provide enormous value due to their performance. Engaged employees are valuable employees, and they’re the type who strengthen your entire organization.
Executive management wants to know what effect their call center quality program is having on the organization. It is contributing to company growth? It is helping to detect problems, uncover opportunities, and increase customer satisfaction? In what way and by how much?
When measuring customer satisfaction, the experts seem to agree that no single measurement can properly address all the service factors that influence customer satisfaction. The recommendation is usually to engage in some trial-and-error experimentation to find out which mix of measurements is the most effective for your company.
Contact center Quality Assurance (QA) is a high-value application, particularly when it’s combined with a methodical process that continuously measures operational and organizational effectiveness. Impactful QA programs actively engage their agents at all stages of the program, including development, roll-out, calibration, and continuous improvement.
The contact center is a rich source of valuable data and insight, documenting the voice of the customer through transaction histories, comments, compliments, and complaints. Unfortunately, that same data represents an irresistible prize for criminals, who have worked all manner of brute force, social engineering, and internet attacks in an attempt to exploit vulnerabilities and appropriate sensitive financial information.