DIRECTV: Building Customer Trust by Optimizing the B2C Contact Center
DIRECTV: Building Customer Trust by Optimizing the B2C Contact Center
Developing customer trust in the communications industry mandates optimization of customer service across all channels consistently. Customer Service should be transformed from sporadic interactions to a continuous, omni-channel engagement. The benefits: improved customer satisfaction, loyalty and Net Promoter Score, but at the same time reduction of customer service costs. Join this session to hear how DIRECTV excels in customer engagement by delivering differentiated customer service and meeting the customer where they want, when they want.
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