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Best Practice Database
Customer Service » Customer Relationship Management
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Best Practices, LLC designed this study to help companies meet this challenge. Specifically, this research document examines performance benchmarks for complaint and service claim resolution processes. The study will help customer service-focused groups reduce claim volume and cost, improve supply chain effectiveness and achieve maximum customer satisfaction. The study also probes key strategies and tactics for translating Voice-of-the-Customer and customer complaint data into business insights and improvements across organizational channels.
The research employed a data gathering approach that reaps quantitative & qualitative data from 60 training & development executives from 58 leading companies. In addition, deep dive interviews were conducted with several participants to harvest additional key insights.
Key topics include: