The precious seconds that we get to interact with our customers are some of the most important opportunities we get. In the Contact Centre alone, just one phone call can result in a complaint being resolved; an at-risk relationship being saved and a Ranter turned into a Raving advocate.
Your agents want to embody the culture and values of your organisation - inform and help the customer, understand their needs and take action. But it’s the same for your customers too! They want to experience the culture and values of the organisation, be informed and helped; feel like their voices have been heard and have confidence that action will be taken.
Read the full article on mycustomer here.
Want to find out how to make the most of the Voice of the Customer in the Contact Centre?
