Toronto, ON — August 1, 2017 — Fonolo, the leader in cloud-based call-back solutions for the contact center, has released a complimentary whitepaper for customer service professionals, The Contact Center Playbook for Improving Customer Satisfaction. The guide discusses how customer satisfaction (CSat), Net Promoter Score® (NPS®), and Customer Effort Score (CES) work together to effectively understand the customer.
“While CSat can tell us about customer happiness, not all happy customers are loyal, and not all loyal customers are happy,” said Fonolo’s Director of Marketing, Daniela Puzzo. “That’s why CSat, NPS®, and CES are best used together for understanding customer pain points and predicting future business trends.”
In addition, McKinsey & Company reports that measuring satisfaction across the entire journey is 30% more predictive of overall customer happiness. The report outlines the positive impact of customer journey mapping, and how streamlining the experience is integral to keeping healthy call center metrics.
This whitepaper is a must read for anyone seeking to improve customer satisfaction levels, increase loyalty, and reduce customer effort.
To download a complimentary copy visit, The Contact Center Playbook for Improving Customer Satisfaction.
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About Fonolo
Fonolo, the leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.
Visit fonolo.com to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.