Surprising insights into why your customer wants a divorce

In this white paper Blue Sky's Andrew Moorhouse investigate whether there are consistent sequences in call handler behaviour  that predict customer divorce (or at least extreme dissatisfaction) and whether certain behaviours occur in customer contact centres that directly correlate with NPS detractors.

What they discovered from their customer analytics database of over 9000 customer service agents from 63 blue chip companies was sobering to say the least.

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