International Journal of Business Analytics and Intelligence

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The 3i Contact Management Informed-Intelligent-Insightful Led Execution Towards Enhanced Customer Interaction & Experience


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1 Global Business Services IBM, India
     

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Effective and efficient way of complaint management is an integral part of enhancing customer experience. Apart from the potential loss of customer and Brand reputation damage, research reveals an average cost of about $250 to $350 per complaint in terms of manpower, infrastructure and compensation.
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  • The 3i Contact Management Informed-Intelligent-Insightful Led Execution Towards Enhanced Customer Interaction & Experience

Abstract Views: 342  |  PDF Views: 0

Authors

Madhumita Ghosh
Global Business Services IBM, India

Abstract


Effective and efficient way of complaint management is an integral part of enhancing customer experience. Apart from the potential loss of customer and Brand reputation damage, research reveals an average cost of about $250 to $350 per complaint in terms of manpower, infrastructure and compensation.