There are many facets to any successful call center, either in-house or outsourced. All of these elements must be taken into account for a COO or Head of Customer Experience to measure and understand the return on investment of their customer support center.
Nathan Hayner November 19th, 2015
Posted In: Care Costs
One of the pillars of holiday customer care in 2015 is omnichannel support. Retailers cannot have any downtime across channels, from phone support, to their website, email, live chat, or on social media. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary.
Nathan Hayner November 9th, 2015
Posted In: Customer Care
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