Thursday, May 5, 2011

Call centres leave customers more contented than web

An analysis by ServiceTick provides new evidence that the personal service from call centres can deliver unanticipated benefits as compared to online customer management.

ServiceTick monitors customer satisfaction and NPS scores for brands using both online and IVR surveys. Analysing data across more than 150,000 surveys the company (www.servicetick.com) has identified that customer

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