Post by shiyabul on Aug 19, 2024 23:15:23 GMT -8
These teams step in when the sales experience falls short of expectations, or the product fails. They are tasked with taking a poor experience and turning it into one that results in a positive resolution and a satisfied customer. Even more, the end goal of the contact center is to maintain customer loyalty to the brand, build customer affinity, and protect future revenue.
When you think about it, this is an incredibly https://lastdatabase.com/ challenging responsibility. Just consider any time in your life that you have had to fix a less-than-ideal situation or calm an angry or frustrated individual. Were you ready for the conversation? Did you have all the tools you needed to offer the best resolution? Did the other person walk away satisfied? This is the reality of the contact center every single day.
Recently, I came across an example of how contact center support not only led to a better CX, but also turned into a sales opportunity. A customer called an appliance manufacturer support since their refrigerator was not working properly. In response, the service representative offered to send a repair person to their house to fix the issue.
When you think about it, this is an incredibly https://lastdatabase.com/ challenging responsibility. Just consider any time in your life that you have had to fix a less-than-ideal situation or calm an angry or frustrated individual. Were you ready for the conversation? Did you have all the tools you needed to offer the best resolution? Did the other person walk away satisfied? This is the reality of the contact center every single day.
Recently, I came across an example of how contact center support not only led to a better CX, but also turned into a sales opportunity. A customer called an appliance manufacturer support since their refrigerator was not working properly. In response, the service representative offered to send a repair person to their house to fix the issue.