It’s not just agents who should be the focus of call center improvements. Sometimes the best resource for feedback on company experiences and interactions is a company’s customers.
What a great way to start the journey to “Going Green!”
Who would have ever thought that borrowing books from the library instead of purchasing books can be a great “Going Green” practice?? Borrowing instead of buying saves money, not to mention ink and paper that would normally be used for printing new books.
When a customer asks a question and you don’t know the answer, you might be tempted to make up some reasonable-sounding answer so you can get the
Listen to the emphasis that the customer places on certain issues to identify the emotional catalyst. Listen to the emotion as well as the words.
Call Center agents must be equipped with a certain degree of competence to adequately handle the customer’s needs. When
Depending on your business, you might want to focus on building a good solid relationship with your customers.
Your group of customer service agents needs a leader. You have a leader over sales, marketing and other key areas in your business.