On The Insider: NPH at the GQ 'Men of the Year' Awards
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Overview:

With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. These organizations are embracing new metrics, such as Monthly Contacts Per Customer, Customer First Contact Resolution Rate ("First Call Resolution" is no longer enough), and Customer Service Channel Preference Rate. In addition, these centers have also embraced newly available technology to help manage these new metrics.

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Format:PDFSize:188 KB
Date:Apr 2005
Pages:10

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