In cable television, customer retention is a growing problem – and many of our clients turn to us specifically for retention call center services. Many factors contribute to difficulties with retention, including increased competition.
Yes, the customer experience is ‘all important.’ But even pros will tell you it can sometimes be a challenge.
Practically everyone in business has encountered an angry, hostile customer.
I recently read a good Small Business Trends article (Encourage Customer Loyalty with Your Call Center) that discussed an issue I’ve previously mentioned in the context of Shake Shack: it is okay for call center agents to leave the script behind when dealing with customers.