4 Ways to Improve CX and Achieve Operational Efficiencies using the “Propensity to Complain(PTC)”

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05|06|2023 17:20 Leeftijd: 1 year
Categorie: Home, AFSMI-NL

4 Ways to Improve CX and Achieve Operational Efficiencies using the “Propensity to Complain(PTC)”

Actions that companies need to take to change processes and behaviors to recognize the importance of PTC to improve customer experience (CX) and achieve operational efficiencies.

1. Determine which customers successfully solved their problems upstream of your assisted support

Review support interaction (contact centers, retail, social) in digital tools such as apps, website FAQs, IVR, or chatbots. Related, figure out which customers were not able to solve their problems upstream and still needed to contact the company for support

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