Businesses ‘got religion’ during the ‘01 downturn and now care about their customers, according to this story by Pam Baker in CRMBuyer.
Missing in this otherwise interesting story on call center best practices is the importance the initial contact between the customer and the call center. The pointy end of the stick, as it were.
Too many companies see implementing a speech solution as an either/or affair. Shutting down a call center completely in favor of a speech solution (even one as good as ours) is almost never a good idea.
Using TuVox to augment a call center, cutting wait times, routing the call properly, and eliminating the need to speak to a call center agent in many cases…well, that’s a great way to add a TuVox speech solution into the call center mix.
Keeping your customers happy (and sticky) while saving money is not a bad way to ride out an economic downturn, yes?
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