Featured TSIA Speakers: Metrics that Wow! How Coremetrics Became the Customer Service Model of Success

Parature Webcast with Guest Speaker, John Ragsdale, VP of Technology Research, TSIA

A customer-centric culture has never been more important to organizations than it is today and the most successful customer service organizations have realized the criticality of the customer experience, as well as the need to make organizational changes to improve it.

But how do you facilitate an organizational shift? How do you recognize the need for change, develop a plan, determine customer & business impact, and get results? How do you achieve key support metrics such as?

• Customer satisfaction improved to 90%
• Agent responsiveness is up to 92%
• Agent product knowledge grew to 91%
• Customer loyalty jumped to 93%

Join us for this eye-opening webinar to discover how organizations can reduce their cost to provide service while increasing customer satisfaction by investing in technology and implementing internal change.

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