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Managing the Customer Experience:
How to Systematically Close the Customer Satisfaction Gap
   

Numerous studies cite the quality of a company’s customer service as the primary driver of business success. As a result, contact center executives have become increasingly focused on implementing strategies to improve their customers’ phone support experiences. However, technologies such as CRM systems, knowledge base tools, and internal search engine applications have not thwarted the continuing decline of customer satisfaction. This white paper discusses alternative ways of effectively reducing the “quality gap” between a facility’s best and lowest performing agents.






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