How do you know if your contact center cases are being handled effectively?

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While the customers’ viewpoint is most important, it is not the only perspective that matters. Feedback from the agent’s viewpoint, as well as, the coach’s and supervisor’s perspective are key to acquiring a comprehensive understanding of what actions to take in order to improve. 

 

As your team collaboratively applies the knowledge acquired from feedback collected from these various perspectives, alignment between your team and the customers improves. 

 

The closer the alignment, the better the customer experience.  Customers who feel understand are more likely to conclude that they are important to your company making them more likely to recommend your brand and re-purchase in the future.