We probably agree that agents need to know why, but the bigger question is “Do your agents really know why”? I am going to guess at least half of you might think, “Of course my agents know why customer experience matters! They’re customer service professionals!”
News - Call Center
5 Tips to Optimize Average Speed of Answer and Wait Time
Published Tue, 11/09/2021 - 05:00
Filipa Silva at Talkdesk outlines how to achieve the best business results by optimizing the average speed of answer and call average wait times.
6 Elevator Pitch Examples
Published Mon, 11/08/2021 - 17:00
You never know when the opportunity of a lifetime will walk through the door… or step onto an elevator. That’s why businessman Philip Crosby wrote in his “The Art of Getting Your Own Sweet Way,” that business people should have a prepared speech ready to present their ideas and benefits at any given moment.
It’s Time to Rethink Customer Authentication
Published Mon, 11/08/2021 - 05:00
Brett Beranek at Nuance explains why it’s time to rethink customer authentication.
What to Look For When Hiring a Call Center Representative
Published Mon, 11/08/2021 - 05:00
A contact center representative is literally the face of your customer support. It is one hire for which you must exercise extra caution. Here are some traits to look for when hiring a contact center representative.
