We wanted to identify how many companies are working to remove the reasons why customers have to contact them.

  1. Tracking contact rates
  2. First contact resolution
  3. Using a variety of listening posts for the voice of customer
  4. Measuring customer satisfaction

The Professional Planning Forum and Budd are collaborating to share best practices learned in this survey so that forum members and other readers can improve what they do for their customers, whilst improving operating costs and removing customers’ frustrations – stopping the dumb things we do to customers.


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