A few years back, Rogers felt that pain during one of their bigger outages – check out all the people who were roaring on Twitter.ģ. If you’re a telecommunications company, with a technical issue to boot, hopefully you can get some magical help from Willly Wonka, because you’re sure to hear the anger from customers calling in. Customers have no sympathy for technical issues. I’m sure all managers are familiar with this complaint. Thank goodness something was in place for them!Ģ. Just ask Mark Edelman whose entire center came down with the flu epidemic the first day they started using a call-back solution. No call-back system in place makes this situation even more dreadful for inbound calls. The calls and inquiries are coming in regardless of who decided to be sick that day. So, here are some humorous memes made just for you.ġ. Good luck – my feeling is that you’ll be bookmarking this page just to get you through those days! You’re expected to be a leader, think outside the box, problem solve in a creative manner, keep the customers happy, and save the company money while you’re at it. Unexpected events occur and call center managers need to make the best out of pretty terrible situations. Sometimes you just need to laugh at the stresses in your job. But what about call center managers? We’re forgetting about the people who are managing those agents and are faced with making difficult decisions every day.Īttention: CONTACT CENTER MANAGERS – This time the article is for you and we’ve made it as enjoyable as possible. They do this because call center agents get the short end of the stick when dealing with difficult individuals – we get that. Significantly boosted CSat while reducing abandon ratesīloggers conversing about the call center space will often write about how to make an agent’s work-life more enjoyable. Scheduled Call-Backs Let your customers decide when to receive a call-back from you.Fonolo API Offer call-backs at any stage in your customer’s journey.Web Call-Backs Offer customized call-backs to customers on web, and mobile.Voice Call-Backs Smooth out call spikes, lower abandon rates, and improve the customer experience.
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