Cleaning a Toilet vs. Calling Customer Support: 3 Factors Impacting the Customer Experience
InMoment XI
NOVEMBER 28, 2022
The other reality is that consumers want to interact with a live person. According to CDP.com, 64% of consumers say access to live people would significantly improve customer experience. There are several problems with how most companies measure first call resolution: It is not measuring total effort to resolution.
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