ByLeslie O'Flahavan
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These are difficult times, and our anxious customers need us more than ever. Some of them need help with a simple task, like “How do I add a new driver to my auto insurance policy?” Others need help solving a problem: “Why was I charged twice for inflight WiFi?” All of our customers need our…
ByLeslie O'Flahavan
Posted on
Some people think live chat is the perfect customer service channel. If staffed properly, it’s instantaneous. A chat can be as short or long as the customer needs it to be. Customers can chat while they multitask at work or home. Agents can ask probing questions to discover the best way to help. The chat…
ByLeslie O'Flahavan
Posted on
If your contact center agents lack writing skills, you need to learn the practical, proven coaching strategies that will help them improve.
New eBook
Transforming Customer Experience: The Impact Of AI On Contact Centers