![](https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhu_6eZIblhuaBel6TYZmPJ3QRhi-gB2TBkh6eAZlAJuKOkdXsBNyyLaJw1t0Tb7u47S7OK9mntciuSHxMuGCubImJY9gJA6QMzYgPwSyF_J8R1K1KWmBju6oEWvgqYU5qzbQL0jCOyqZoR/s320/genesys-c-level-execs-customer-service-perception-gaps.jpg)
Most C-level executives underestimate the emphasis their organization places on efficiency, and overestimate how easy their organization makes it for customers to purchase during interactions.
There is a major (16 percentage point) gap between C-level execs who believe they are capturing important customer feedback, and the views of customer service professionals.
Some of the cures mentioned include adding a “click for a call back” capability and improving existing systems to provide real-time customer data across the entire enterprise infrasctruture.
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