Are You Limiting Your Customer Experience, While Increasing Customer Churn?
Posted on January 15, 2016 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Customer Experience • Customer Satisfaction • FCR • Root Cause Analysis • Strategy
Is this your retention program? By Colin Taylor Research tells us that 85% of customer churn is due to poor service that was in fact preventable. 11% of customer churn could have be prevented by simple company outreach and 67% of customer churn is preventable if the customer issue had been resolved at the first engagement. […]Read more