Customers are more demanding than ever before. They expect more from your company. What it was a great response time 5 years ago is just unacceptable nowadays. There is a fear competition out there, many companies offering similar services and it is easier than ever to switch from one to another.
How you treat your customers makes the difference.
Forget about (only) First Call Resolution and Average Handle Time, they are important metrics still, but to have a happy and loyal customer you need to be able to go an extra mile.
My Feedback can help you in understanding what your customers are expecting from you, and to put actions into place in order to exceed those expectations.