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Scripts, protocols, rules, and regulations often keep front-lineservice people in a less-than-authentic stance. I have frequently listened to the banter and boisterous communications among contactcenter agents in the breakroom that then got muffled and stymied when the agent returned to dialogue with customers.
Furthermore, supply chains are being disrupted, physical stores are closing, and agents are unable to staff contactcenters. You can also utilize messaging services like WhatsApp to expand your customer reach outside the physical store. A final important area of focus is enabling self-service capabilities.
But whenever I call a contactcenter now, I dread it. And, when you think about it, in contactcenters today , at least by my experience, a lot of these sorts of measures are tending towards validating that things are OK. They have to do with the simple non-monetary remedies. It goes both ways.
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