Audio Podcast: Improving Your Contact Center
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Often you only get feedback from people who are existing customers, but this type of feedback is not always as objective as it could be. The secret to balanced feedback is to contact the non-customers and ask why it is they didn’t buy your company’s product or service. This can be done in a couple of ways through the telephone, which is direct and immediate. Sometimes IVR is used to conduct a quick survey of incoming enquiries, diverted after the call is completed. Outbound surveys tend to be more effective, though, as they are more personal. The important thing is work with other departments to set objectives and then target a balance of customers and non –customers – in this way you can supply a more objective overview.
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Raj Wadhwani, President of ContactCenterWorld.com will share how to enter the 2019 Top Ranking Performer Awards, the most prestigious awards in the contact center world. Read More...