Robert Davis
MARCH 2, 2017
RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. We take this approach when developing call flows, in our interactions in leadership development and in teaching leaders how to use this approach with their people. RCDA Results.
JustCall
APRIL 4, 2023
Providing information : Another core area of responsibility for call center agents is providing accurate and timely information to customers. Documenting calls : In order to ensure that customer information is accurate and up-to-date, agents are responsible for documenting calls in the call center software.
Transparent BPO
AUGUST 20, 2019
” It advises that contact centers use feedback mechanisms, such as post-resolution phone surveys, email surveys, and, when possible, in-person conversations. “Customers must be asked and their responses benchmarked consistently and continually to turn your contact center into a profit center,” the whitepaper says.
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