Diane Clarkson

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Call Deflection Can Drive Customer Satisfaction

Diane Clarkson October 13, 2010
Call deflection -making alternative customer service channels available to deflect calls to telephone center – is a concept with two frequent misconceptions that I think should be addressed: Call deflection can drive customer satisfaction.  I’ve spoken with clients who say that their key objective is customer satisfaction so call deflection is not a goal. But call […]
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