On the other hand, exceptional customer service can
have a far-reaching positive impact. When customers
have a good experience with your brand, they’re more
likely to continue buying from you. Increasing your
customer retention by just 5 percent can increase
profits anywhere from 25 to 95 percent.
Whether you’re a Director of Call Center Operations
responsible for a B2C contact center that handles a
large volume of calls or a B2B customer service
manager overseeing a team that works with strategic
accounts, improving the customer experience is no
doubt top of mind. And one of the most effective ways
to elevate the customer experience is to make
knowledge management part of your customer service
training and your employees’ daily workflow.
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