What can doctors teach contact center leaders about the customer experience? Jim Rembach of Customer Relationship Metrics discussed some similarities between patient satisfaction and customer satisfaction in a recent video.
During the video, Jim referenced work FurstPerson has developed to identify key abilities, skills and behaviors (competencies) that drive performance during a customer interaction in a contact center. FurstPerson has demonstrated that hiring the right contact center employee will lead to improved customer satisfaction because these new hires can do the job and want to do the job.
Learn more about our research linking better hiring practices to better operational performance by visiting our whitepapers and case studies.