To enter into your customer’s perspective, it’s vital to gain granular information that helps you see the big picture. Without data to identify customer hold times or how many are sent to unqualified agents, you may find out from social media. With global social media platforms, your customers can vent their frustrations online—and destroy your company’s reputation.
Before your customers take their problems to Facebook, understand your metrics, address them with effective contact center software, and implement training that improves processes. Packet Fusion helps you accomplish all three goals.
When you partner with Packet Fusion, you’ll discover whether your customer journey map offers a smooth or rough ride.