Audio Podcast: Knowledge Based Solution
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How often do you call your own contact center(s) and be a typical customer? If you are managing the contact center you should also have a feel for what happens when a customer calls in. Will you get a ‘great response’ that does the company, and your position proud? Or do you get ‘mediocre’, worse still, a ‘bad’ response? We don’t suggest you make lots of test calls, but from time to time the odd one or two and maybe record it to play back to your team (carefully does it though especially if the response was poor). Better still, consider an on-going mystery shop of your center and compare it against your competitors and other leading contact centers (non competitors).
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