Aug 7, 2012 3:00:00 PM

Self-Inflicted Wound; How Customer Communications Increase Call Volume

Posted by Niccole Muraca

Sending your customers communications to inform them of upcoming cancellations or updated account status is considered a smart proactive notification strategy. You’re communicating a pending action that could negatively impact them or providing them with important account information. Hopefully the result is a happier customer and a call that doesn’t have to be made.  But do those seemingly clear-cut customer communications have an adverse effect on your call center?

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Topics: Agent Handling, Reducing Transfers, Reduce Call Volume, Full Text