Striving for optimal customer experience is a constant battle that call centers must undertake and one of the sustainable ways to achieve this is through call deflection.
One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.
At its heart, managing a call center similar to managing any organization. Benchmarking, saving time, optimizing processes and focusing on your people will be beneficial to improving call center management.
It’s easy to overlook back office efficiency in call centers since most of the focus is on the frontline operations.
Mobile phones have grown in importance in the last few years. More and more people want to achieve more things
Despite banks’ improvement of customer experience recently, there is still much to be desired as revealed in Capgemini’sWorld Retail Banking Report for 2016.
Like it or not, teenagers and especially those who are in their early 20s will be your future market.
I’m sure the many advantages of self-service online banking have been covered at length all over the internet.