In this recorded session we’ll be looking at what's keeping your customer service from becoming legendary. You survey your customers, incentivize your agents, and carefully monitor a slew of metrics, just like many support teams do. Yet there is a counterintuitive danger to copying other organization's support practices that can lead to worse service, not better!
Discover some common pitfalls in this interactive webinar. You'll learn:
• How surveying customers can lead to worse service.
• Why tracking SLAs can lead to longer resolution times.
• What live chat tactic harms customer-focus.