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Track Complaints

Log how many contacts you have with a customer before their complaint is resolved. You may find that inefficiencies within the systems result in extras processes that could be avoided. For example, if a customer's cell phone was incorrectly cancelled, check what services the customer had before cancellation so that the correct ones are re-instated – this could save you repeat calls by the customer and help you keep them!

Submit Tips

TIPS

It’s hard to sometimes justify taking agents/reps of calls for any meetings at all, yet just like other teams within your organisation, they need to be brought together for regular briefings. This helps to bring them all up to date with events in the... Read More...
October 27, 2020 5:00 AM
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Yesterday, I called a major mobile phone company to cancel my subscription and have the phone returned. They have a 28 day ‘no-quibble’ guarantee which I used. The agent who took my call was pleasant and when I said I want to return my phone, she rep... Read More...
October 26, 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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