iSixSigma

All posts by

Nandan Ramaswamy

View Profile

Achieving Customer Delight Via VOC and Data Analysis

In an inbound contact center environment, delivery of customer service and the end-customer satisfaction index cannot be always accurately determined by service level metrics. A customer service center may be performing at consistent service levels, but the end-customer retention rate and the overall customer satisfaction index may be relatively low. Direct measurement of customers’ perceptions…

2 comments