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Besides nurturing an omnichannel approach to customer care, organisations should carefully consider the operational aspects of their call centres to ensure it is satisfying as many callers as possible, including adequately addressing customer vulnerability. Encourage agents to cheer up callers with more flexible scripting.
For example, a study by Wells Fargo found that 60% of banking transactions are made by customers who still prefer to do business with a teller. The biggest problem with the voice channel, as many callcenterprofessionals know, is long hold-times.
For example, a study by Wells Fargo found that 60% of banking transactions are made by customers who still prefer to do business with a teller. The biggest problem with the voice channel, as many callcenterprofessionals know, is long hold-times.
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