The current world crisis presents new challenges for contact centers and customer service teams. Employees have transitioned to a remote and virtual workplace, customer inquiries have increased or have to be managed with a decreased staff, and frequent communications are more important than ever. Here is a guide that shows some quick tips to maintain customer service levels and improve agent productivity.
Redirect inbound inquiries so your agents can share the workload with automated bots and self-service options. Let automation take care of the FAQ’s so your agents can answer more complex questions.
Easily send updates through multiple channels to keep your agents informed. Let agents know what their schedule is for the week or if there is a change in how the call center is operating.
Automate processes so customers can easily take care of basic tasks on their own. Direct customers to self-service options to pay bills, check balances, buy products, and more.
Connect with customers on their preferred channel such as voice, text, or social messaging. Send notifications on business changes, order status, or new product updates.
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