Why Customer-Centric Organisations Must Rethink QA For Sales & Support
A guide for Salesforce users looking to increase sales, loyalty and customer satisfaction.
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Excerpt from whitepaper
"Every sales manager, contact centre manager and head of customer service aspires to quality. It’s baked into their job descriptions and KPIs, and for the best managers and supervisors, the thought of providing a great service to customers is the thing that gets them up in the morning.
But even with the best of intentions, the drive for quality can get lost in the day-to-day. In 2015, HDI found that only 53% of technical support orgs have a formal QA process, while 31% do QA without a formal process, and 16% do no QA at all."
What you learn from this whitepaper
Learn about a better way to do QA for sales, service and support teams. We show you how an automated QA solution – embedded within Salesforce – leads not only to improved customer satisfaction and loyalty, but also to higher employee engagement; a factor that has a crucial bearing on the customer experience.