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5 Tips for creating a customer-centric call center

brightly smiling center worker giving thumb up
Recall that customer centricity is focused on the first word—the customer. It emphasizes that the focus should be on caring for the consumers, not just on generating sales. This helps in attracting new customers and retaining repeat ones. By implementing a “customer first” approach, you ensure customer satisfaction and offer an enjoyable customer experience. And a lot of companies can also became successful because of it. Continue Reading

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Should your call center agents go ‘unscripted?’

smiling call center agent holding clipboard
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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