CS: What goals do you have for the contact center, and what steps will you take to get achieve them?
NB: We have some very audacious goals. We've increased sales conv year over year 50percent. We increased customer loyalty index 40 percent. But there's no reason we should be happy about that. We have goals in place to improve at similar rates. I think we're already industry-leading in our metrics, but we hope to continue to improve. At the end of the day, we fundamentally believe that we're continuing to redefine the customer experience. It's great to read our customer comments. They really love how we work with them. They love that we are interested in what they want to do with our products. We increased the number of people who purchase three times or more by 92 percent.
The Retailer's Source for Content & Community
A Chat With Nikhil Behldirector of sales centers, HP Home
CS: What goals do you have for the contact center, and what steps will you take to get achieve them?
NB: We have some very audacious goals. We've increased sales conv year over year 50percent. We increased customer loyalty index 40 percent. But there's no reason we should be happy about that. We have goals in place to improve at similar rates. I think we're already industry-leading in our metrics, but we hope to continue to improve. At the end of the day, we fundamentally believe that we're continuing to redefine the customer experience. It's great to read our customer comments. They really love how we work with them. They love that we are interested in what they want to do with our products. We increased the number of people who purchase three times or more by 92 percent.