Ideally, contact center agents should help the customer to a satisfactory level immediately. But the reality is no system is perfect and there are always improvements to be made to customer communication. The ICMI article “5 Ways to Improve Communication with Your Customers” by CJ Silva presents some ideas that contact centers can utilize. These ideas are:
- Hire for Empathy
- Offer Multiple Options for Service
- Use Positive Language
- Offer Opportunities to Provide Feedback
- Encourage Effective Listening Skills
To read an in-depth explanation of these ideas, please click the link below:
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