![]() ![]() That way they can decide whether to remain in queue or consider other options. Options include informing customers of their estimated wait time or updating them on their position in the queue as they progress. Your contact centre solution should enable you to create intelligent queue treatment that goes beyond playing a wait-music loop with the occasional “please hold” message. Automation is best at handling simple, repetitive interactions – complex or emotional requires the human touch. Just make sure that there’s always an option to switch to an advisor-assisted channel should self-service fail, ensuring that it’s easy for the customer to escalate the call.Īnd be selective when choosing which interactions to automate. Many customers now actually prefer using self-service channels (such as a company’s website or a mobile app) over advisor-assisted interactions. It’s worthwhile considering whether every interaction requires a live advisor. Having this information easily available not only allows for a more positive experience when customers are connected to advisors but reduces handle times of calls too, freeing up your advisors to take on more calls. Also, you can ask your customers to confirm that they have all the information required to complete verification (username, customer number or order number), especially if verification requires information that may not be readily available.
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