Customer Service Recovery. Is Contact Centre Technology the real Superhero?

Service Recovery Systems are designed to "recover" dissatisfied customers who might otherwise go to your competitor. This White Paper examines why customers complain, what they are likely to do whilst they are disgruntled, and how contact centre technology is at the heart of customer retention strategy. 

Some of the topics covered in the white paper include:

  • Recovery processes
  • The link between service quality and customer satisfaction
  • Contact centre technology & effective service recovery
  • Effective service recovery strategies
  • Customer complaints
  • Learning from recovery
  • Recommendations

Click here to access the White Paper


Will Machine Learning cause the demise of Contact Centre Managers? What are the implications of this emerging technology?

Click here to access the White Paper