Research: customers are annoyed and
frustrated.
www.tmcnet.com/2273.1
A Ventana Research benchmark paper "Customer Experience
Management: (CEM) Improving the Consistency and Quality of Customer
Interactions," has found that that only 12 percent of organizations
provide optimal CEM, leaving angry and frustrated customers in the
majority. For the other 88 percent of organizations that need CEM help,
the report, sponsored by Cincom, recommends tools to improve interaction
consistency and quality, which are primary factors that impact
agent/customer communication. Innovative companies are now using
"smart desktop" technologies to improve agent performance and
the customer experience and key performance indicators for CEM-driven
companies.
www.cincom.com
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