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In today’s customer-centric economy, contact centers everywhere are focused on delivering quality customer experiences. But, how do you measure the ROI of customer experience improvements? In this article, Mark Grindeland, senior vice president and chief marketing officer at TeleTech explores the proven performance metrics you need to establish actionable plans and operationalize your strategy.

Turn Your Customer Experience Strategy into Actionable Plans

How to Measure Customer Experience

In today’s customer-centric economy, contact centers everywhere are focused on delivering quality customer experiences. But, how do you measure the ROI of customer experience improvements? In this article, Mark Grindeland, senior vice president and chief marketing officer at TeleTech explores the proven performance metrics you need to establish actionable plans and operationalize your strategy. Learn how:

  • The new era of transparency in making traditional contact center performance measurements obsolete
  • Companies must focus on capturing and acting on customer inputs
  • Certain tools can enable companies to measure customer loyalty, referrals, and willingness to recommend

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