Aug 28 2020 13 mins 5
How many times has your boss or manager said the call center was not servicing properly and that the NPS and CSAT scores were too low! It has to be poor service in the call center right? WRONG! With so many ways that customers can interact with an organization, most times the call center can only triage a poor experience that a customer had had with a product, delivers, website, service model...They are not the root cause. In this episode, we talk about customer journey mapping and finding the actual causes to customer issues. This episode will begin getting down the path of being proactive and explaining not just that issues are happening but WHY! (This is why speech analytics is soo important as well!) Join our call center geek texting community! Totally free. Get exclusive call center ops content and a way to ask questions directly to Tom! Text "Journey" to 814.247.0366
