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It’s Not What Your Contact Center Agents are Saying...

Posted by Linda D. on Aug 7, 2014 1:37:17 AM

But How They Are Saying It That Counts

Imagine you are a frustrated customer, and you dial into a contact center to voice a complaint and resolve the situation. But when you pick up the phone, it’s clear the contact center agent is reading from a script based on the tone of her voice. Chances are this will add to feelings of alienation from the company and the general sense that nobody is really listening to your problem.

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Topics: Agent Training, Brand Image, Contact Center Agents, Customer Experience, Customer Relationship Management, Customers

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