MULTICHANNEL MERCHANT » ARCHIVES FOR KATHLEEN PETERSON
Cross-selling and up-selling initiatives have existed in the contact center industry for a very long time and implemented with varying levels of success. Perhaps it is time to consider the “best practices” most often neglected in these initiatives
A recent survey published in USA Today, indicates that 45% of customers identify customer service as the biggest influence on remaining loyal to a company. Clearly customers will stop doing business with companies due to the quality of the experience.
The word coma means deep unconsciousness which seems to be the state to which some customer care organizations have evolved. How this happens is a curious combination of submission, negligence, and just-plain burnout from the battles and demands customer care professionals often face routinely.
Quality is more than what happens within a phone call in today