Whether you own a small business or a big one, there’s one thing central to running an enterprise: communication. Customer Service and Communication Industry statistics show that customer experience significantly impacts the way customers engage with a brand. A PWC study suggests that U.S. consumers are willing to pay 16% more on premium services and become [...]
There are several different call center call routing strategies you could use to help develop more efficient call handling. Call handling is ensuring that a caller is routed to the most appropriate agent who is fully capable of resolving any issues without having to transfer them. Interactive Voice Response—IVR/Touch-Tone Response Routing With this type of call [...]
The days of customers picking up the telephone and calling businesses’ answering services whenever they had a question, needed support, or wanted more information about products and services becomes less and less. Thanks to the internet, social media, and mobile devices, people now have a wider spectrum of ways to seek customer service. Any business, whether [...]
