How to create superhero agents in your contact centre
This whitepaper explores how the roles of contact centres agents has changed over the years from just being cost to sales department to creating profits by being a part of sales process. Contact centres have opportunities to get closer to the customer as the process of handling customer enquiries is becoming more complex.
This whitepaper also goes on to explore how customers have changed the way that they purchase products. The customer journey now involves many circular interactions with brands, social networks, review sites, and friends.
It further goes on to conclude that the customer interactions need to be coordinated either by creating a CX Hub or improving the coordination between customer-facing teams. The opportunity for your customer service agents to become true super-heroes is clearly visible with the expertise in marketing and sales, product knowledge and the ability to empathise with your customers.