What Happens When Customers Contact Your Call Center?

what happens when you call customer care center?Quite often, when customers contact a business a moment of truth occurs during that interaction, the crucial instant where the customer’s satisfaction depends on agent’s actions. We prepare our agents as best as possible to successfully navigate these critical points through training and coaching. By necessity, these efforts take place before the interaction occurs, and that presents some problems.

The flow of an interaction is dynamic. It’s subject to change depending on what happens, how the participants behave and even on external events. Being prepared for a wide range of possible events is the best approach. But what if the agent could get advice while the interaction actually takes place?

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