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State of Customer Service
in North America 2008:
Industry assessment and roadmap to excellence in single-channel, multichannel, and multiagent customer service |
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Register now for this FREE live web event. |
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WEDNESDAY, APRIL 23RD, 2008 • 11am Pacific Time |
In a 2007 enterprise survey, 77% of respondents agreed that customer service played a primary role in their business value proposition. Yet, when eGain assessed the “state of the industry” by evaluating the choice, responsiveness, quality, consistency and capabilities offered by major North American businesses in this area, 60% of the companies received “poor”1 or “below average” scores in their Service Quotient™, a holistic measure of customer service competence, while 60% received an absolute 0.0 out of 4.02 in Multichannel Quotient™ and 55% posted “poor”2 or “below average” scores in Multiagent Quotient™. Conducted and compiled during 2007 and 2008, the findings were based on a study of 120 companies in the US and Canada.
To learn more about the findings and best practices for customer service excellence, join CRM magazine, Forrester and eGain on April 23, 2008. Register now to reserve a seat!
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Publisher
CRM magazine
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Vice President of CRM Research
Forrester Research |
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Senior Solutions Consultant
eGain Communications Corporation |
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- Service Quotient based on a scale of 0.0-10.0: Score <2.5=Poor; Score >_2.5 and <5.0=Below average; Score >_5.0 and <7.5 = Above average; Score >_7.5 and <_10.0= Exceptional
- Sub-quotients based on a scale of 0.0-4.0: Score <1.0=Poor; Score >_1.0 and <2.0=Below average; Score >_2.0 and <3.0 = Above average; Score >_3.0 and <_4.0= Exceptional
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