Call Centers Need to Live in the Now By Barbara A. Grothe

Are your customers frustrated by the time they reach a live agent? Are they complaining about your self-service options? When was the last time you asked?

In today's fast-paced, multitasking, and busy world, customers want to get in and get out of your call center. They don't want to spend any of their precious moments listening to a recording saying, "Your call is important to us, please remain on the line and we will be with you momentarily." Think about yourself as customer. You know you don't like this sort of messaging yourself, so why make your customers listen to it?

You need to know what channels your customers like best and offer these channels to them instead of forcing them to call an 800 number. Maybe they want to chat with you, send an instant message, email a request, or go online and just hit a few buttons to complete their order, without talking or chatting to anyone.

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