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Should your call center agents go ‘unscripted?’

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In call centers, scripts guide agents in assisting customers, laying out what action should be taken when it comes to a specific problem, and supposedly guarantees high quality customer service. But it doesn’t account for what will happen if a customer suddenly “goes off-script.” When that happens, your customer support team must be empowered to improvise a solution. Continue Reading

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The 4 biggest call center trends you should embrace

diverse call center team answering customer service calls
Advanced technologies are changing the way brands and consumers connect with each other. Aside from improving the quality of customer support, these innovations increase companies’ productivity and efficiency. Continue Reading

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4 IVR system customization tips for better customer experience

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Every contact center commonly hasĀ interactive voice response (IVR) systems set up to handle and route incoming calls. Since it provides callers with their initial interaction with a brand’s customer support services, IVR systems can set the tone of the entire customer experience. As such, optimizing its settings for smooth and efficient call routing should always be a priority. Continue Reading

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