Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?
BlueOcean
OCTOBER 6, 2020
It doesn’t matter how much equipment your team is able to retrieve if they cost you the lifetime value of that customer in the process. Then and only then can you tie in First Call Resolution (FCR), AHT, and ASA, to really map out the quality of the entire customer success journey. Are Your Customers Happy?
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