While the emergence of new communication technology has been a boon for customers and businesses, it continues to create a plethora of challenges for many contact centres that are now struggling to engage customers in new channels.
Now that customers can call, email, tweet and chat to interact with businesses, many organisations face the obstacle of delivering a consistent service across voice and newer touchpoints.
Fortunately, My Virtual Workforce is able to provide a satisfactory service at every point of contact. To help out other organisations, we have put together five quick tips for achieving consistency in all channels.
Gather insight from your customers
Always put your customers first.
Find out what channels they typically use. Many prefer newer channels such as SMS, social and email, but you’ll discover that most customers still prefer voice, especially for more complex issues.
Aside from asking customers directly over the phone, you can…
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