Success Checklist: 7 Steps to Better Customer Experiences
Aberdeen Group says that most “best-in-class” contact centers—those in the top 20 percent in customer satisfaction metrics—are either using cloud-based infrastructure, or contemplating a switch to the cloud.
But before you make the leap to the cloud, the well-respected research firm says to make sure your new contact center infrastructure can help you with seven critical steps that were highly correlated with being a “best-in-class” contact center. (Aberdeen looked at high agent productivity, customer retention rate, first-contact resolution rates and big improvements in meeting their service level agreements, or SLAs.)
Here’s a one-page checklist that could help you achieve similar results: