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Promotions & Incentives

We heard from a member in the UK who received several offers from a telephone company offering high-speed internet access at a special introductory price for a limited period. When our member called the company’s contact center to sign up she was told it would not be available in her area for several months. She was frustrated with this as she was sold on the idea now and the offer was very attractive. Unfortunately for her the offer will end before she the telephone company gets round to her area. Naturally she asked the agent if they would honor the promotion, as it’s not her fault she can’t have it. Sadly, the agent did not know and now our member has to wait for the telephone company to come back to her. I wonder how many other calls were about the same thing? Our tip is be prepared for promotions and, if you can’t meet customers’ expectations, be aware of the frustration this may cause and have a back-up plan – at least the agent should know what to say in this type of situation!

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TIPS

How often do you find yourself on the back foot with customers because they discovered a problem before you could call them? This often happens when there are several people involved in the communication chain and a link breaks down. To exceed custom... Read More...
April 11, 2021 5:00 AM
 856 
Where does the internet contact strategy sit within your company? Where does all the e-mail traffic originate and terminate? Who is responsible for the ‘phone me’ buttons and the design of your web pages?

All of these need to be answered and cont... Read More...

April 10, 2021 5:00 AM
 1527 
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This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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