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Offer Alternatives At Every Opportunity

Sometimes callers will contact you just to find an e-mail address or web address. Your company should do everything possible to ensure alternative channels are easy to find. For example, if you send out statements mention your web address and e-mail contact addresses. If you have an automated front end to answer all incoming calls, have one of the options as your web address and e-mail addresses. Remember, the easier you make the channels, the more likely they will be used!

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TIPS

When a customer complains to you, the very least you should do is acknowledge the complaint and set their expectations as to when you will reply. If the complaint is about a critical service i.e. telephone, credit card, etc. then your company should ... Read More...
September 24, 2020 5:00 AM
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Remember, although there have been many enhancements in technology and new access channels for customer to contact your company, the agent still plays a key role in making or breaking the customer relationship. It is therefore vital to make sure you ... Read More...
September 23, 2020 5:00 AM
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Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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