News Blog

In your role as a consumer, you're probably familiar with the scenario: Having legitimized yourself twice at customer service with your date of birth and customer number, you end up with the bitter news that you have to dial a completely different number for your request after all.

Or when the brief information that the error is already known and will be corrected shortly means 30 minutes of life in the queue. No wonder that the KPIs in the contact center plummet with such processes.

But what's almost worse is that most of those responsible for customer experience in companies don't even notice this, because the key performance indicators in telephone customer service aren't even part of the CX strategy - and don't flow into the evaluations and analyses. But the frustrated customers will certainly express their displeasure loudly - and the negative ratings and the falling NPS (Net Promoter Score) will be noticed in the social media at the very latest.