If you want to grow a successful customer management operation, you need to have a strong hub-and-spoke model, where a centralized hub ties together your customer management functions and all of your call centers – the “spokes” – to provide consistent, comprehensive oversight for all your suppliers.
A strong hub will benefit your business in [...]
Posts Tagged ‘customer experience’
Three reasons a strong hub is a smart investment
Speech-based IVRs can take self-service to the next level – but you need to work with an experienced supplier
IVRs (Interactive Voice Response) are a key component for many customer management operations. IVR can answer many types of customer inquiries (ideally without the help of a call center agent) and also route customers to the right call agent to maximize efficiency and drive higher rates for first-call resolution.
Touch-tone IVR – also known as Dual [...]
