Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a cost center and a necessary evil. How times have changed, and how far most companies have come in changing that perception!
Continuing in that vein, this week I will share our different approach to measuring customer service at that time, and how there are better means of gauging various aspects of service today. (Note: Im limiting this to live interactions because my time running a service center only saw the beginnings of self-service.)
Im going to organize this around points in the typical customer service process:
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