Customer demand will certainly continue to drive your business to offer customer service support through the phone channel, this Forrester Survey shows that 79% prefer the phone channel. My hypothesis about the big "why" question is that they either find it more efficient or they really prefer the human touch. For most customers the answer is likely both. And that will continue to drive the need to make sure those conversations are a positive reinforcement to your brand message through on going Soft Skills training.
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Helping Leaders Excel
After 25 years of personally leading call centers, I am now helping successful and busy call center leaders learn how to focus their energies and lead their teams so they can have satisfying, fulfilling careers and have meaningful influence in their workplace.
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