article thumbnail

How to Stop Driving your Online Customers to your Competition

CSM Magazine

Provide Multi-channel Support. At any point throughout their path to purchase, a potential customer might decide to contact you; whether it’s via submitting a form, sending a direct email or picking up the phone, but how can they do this if you’re unresponsive or your contact avenues are sparse?

article thumbnail

What Is Call Center Monitoring: Benefits, Best Practices & Tools

Balto

How Call Center Monitoring Links to Business Goals Monitoring can directly influence key organizational metrics: Net Promoter Score (NPS): Delivering consistent, high-quality service positively impacts customer advocacy. Customer Retention Rates: Resolving issues quickly and effectively reduces churn.