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Define Your Contact Strategy

When was the last time you looked at the ways in which customers can contact your contact center and matched this against their abilities or likes? For example if you deal with a large number techno-phobes (have a fear of technology), offering access via call me buttons on your web pages or via e-mail may not be as effective compared to a techno-file audience (like technology)? Or, offering normal ‘voice’ access when many of your audience need text phones to contact you. Make sure your contact strategy matches your target audience and their preferred methods.

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TIPS

Being nice over the telephone is absolutely essential – it emphasizes your organisation’s caring nature. But, this will only contribute a small percent towards building customer loyalty. The most important thing is to enable your teams to deliver wha... Read More...
April 13, 2021 5:00 AM
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Make sure that the message delivered to the marketplace by sales & marketing activity, matches your Contact Center’s brief and you can actually deliver what it says you can! For example I responded to an advert with the line “call now for a test dri... Read More...
April 12, 2021 5:00 AM
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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
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