Customer service organizations must rethink their cultures, staffing practices, and measures of success to best support the new workforce. Doing so will take a reimagination of your current strategy and the way you measure success. On the customer’s terms, not yours.
This is particularly important when it comes to B2B (business-to-business) customer support, where the customer is a more complex entity. They are also higher value than a B2C (business-to-consumer) customer. Which means that if your customer support falls short, the cost of losing that customer has a much higher negative impact to your organization.
This e-book provides a step-by-step guide to:
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