Why Customer Experience is Just as Important as Sales
The two bodies indeed bear two different functions – sales force are busy attracting new customers while customer service representative are working hard to keep current customers – but this doesn’t necessary mean they can and should exist in two separate sides. Imagine this situation: …
Caution, KPI in support, or a personal story with a happy ending
Coffee is good, right? Hot coffee is better. Boiling coffee, someone? I bet most of you will pass. And here is a surprising comparison – the same principles apply to KPI. They can rise nicely until some point but later can cause more problems than …
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