Satisfy customers. Grow their loyalty.

Sponsored By: Harte Hanks

Contact centers typically begin their lives concerned with performance metrics like average handle time and average speed of answer. As the business matures, these and other tactical measures remain integral to customer satisfaction—but they are no longer the only priorities. Successful companies go beyond daily pain points to build a customer experience that not only delivers satisfaction but creates loyalty—and supports growth.

When properly handled, the transition to a focus on loyalty can be smooth and coordinated. Customer experience is becoming so diverse that to build loyalty, companies need to pursue multiple directions at once. Even while handling immediate tactical or transactional issues, they also have to focus on long-term strategic and visionary goals. This white paper takes a look at recent survey findings about contact center priorities, goals and the challenges in getting there, with an overview of how Harte Hanks can help.