Many customer care organizations seem to find it easy to define efficiency, but they have a more difficult time defining effectiveness.
Take a moment to listen to our five-minute podcast, when ICMI's Joe Fleischer interviews Genesys' Stefan Captijn about how organizations can define, measure and improve both the efficiency and effectiveness of their service to customers.
During this podcast, you will learn how to select criteria for evaluating how well your organization assists customers; how to apply what you already know about your customer care team's efficiency to gauge the team's effectiveness; and which types of information are essential for enabling you to improve your organization's communication with customers.
