New White Paper – Are you a Customer Service Leader or Laggard?
A leader’s perspective on the contact centre industry – download your copy now.
ContactBabel have just completed new research sponsored by contact centre outsourcer, Kura, and software provider, Inisoft, to understand the contact centre industry challenges from a leader’s perspective.
Highlights from this study revealed that:
– 49% of customer service leaders view their customer satisfaction score as the top driver for change, while only 21% state advisor attrition as a key driver
– 71% of contact centre leaders believe their advisors enjoy “good” or “very good” morale, yet 35% of them also believe their advisors only deliver a “fair” or “poor” service
– Empowerment is seen as key to improving both advisor morale and performance.
To Download your copy of ‘Are you a Customer Service Leader or Laggard?’ Click Here
For additional information on,