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…
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…
Email is not the shiny new channel in the contact center. Customers have been using email for years, they continue to use it, and they like email. Over the years, however, their expectations about first response time definitely have changed. There’s no question they expect a faster response than they did back in the day….
If your contact center agents lack writing skills, you need to learn the practical, proven coaching strategies that will help them improve.
WEBINAR
Are you ready for AI?
Wednesday, April 17, 2024 at 11:00 AM EDT