Upgrade and renew products and services.The popularity of subscription-based business (monthly clothing deliveries, online streaming services, and more) for both consumers and the enterprise, such as software as a service (SaaS) and cloud storage, has provided inbound call centre agents the ability...
2. Offer Online Self-Service Options That Eliminate the Need for Many Inbound Contact Centre Enquiries Research shows that businesses that utilise online self-service tools—such as interactive voice response (IVR), chat, web portals and mobile apps—benefit from a better bottom line. But agents...
They review and compare the first few items, evaluate their options, and think about what service is the best fit for their company. Then they decide which services they might contract—and eventually contract one.This is the buyer’s journey. A person with a problem becomes aware, considers...
“So, now they’ve got a fax machine in the corner, which has a service level of 24 hours, which seems out of place in the modern contact centre environment. However, if that’s what the customer wants to do, the contact centre needs to honour that or they could lose those customers...