Having effective agents and happy customers can increase customer retention and the bottom line. New research by analyst firm Ovum and LogMeIn shows that the metrics associated with measuring the success of the customer service and support desk are changing. And it is essential for organizations to invest in the infrastructure that will prepare them for future success.
Read this whitepaper from LogMeIn and Ovum to learn more, including:
- The metrics used to measure the success of customer service organizations
- The financial impact of customer satisfaction
- The impact of online tools on customer service