Sometimes it’s Okay To Go Unscripted

According to ICMI Research, 45 percent of consumers will switch to voice for online transactions if their needs aren’t being met or if their questions or concerns are not addressed immediately by an automated system. Therefore, it’s important that contact center agents be prepared to handle calls swiftly and often spontaneously. This means agents must … Continued

Moving Beyond Your Trusty Customer Base

Customer loyalty is the ultimate sign of a great company. Consumers that continue to do business with you—especially with so many competitors constantly entering every sector—don’t just like your product or service: they trust it, which is an even bigger accomplishment. The problem with a loyal customer base that isn’t growing, however, is that it … Continued