While your company may have a great staff of marketing wizards to come up with brilliant campaigns, customers don’t interact with your marketing staff on a day-t-day basis. Call center agents are often the only company representatives that customers interact with, and because of this, these agents determine how a customer feels about your company. The Business 2 Community article “Making Marketers Out of Your Call Center Agents” by Jason Wesbecher explores the idea of marketers working with call center agents in order to create messaging that effectively represents the company brand. The article discusses four key topics:
- Journey Mapping
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