FEATURE
We trained, and since then, we continue to regularly train our points of contact with our customers, including thorough documentation, training sessions, call observations, and optimization to ensure we’ re serving them in the best ways possible.
WHAT HAVE BEEN THE RESULTS AND HOW DID THEY COMPARE WITH THE GOALS?
A: Our overall goals were to continue to serve our customers as we had done in the past, while addressing the new circumstances and environment created by the COVID-19 pandemic, like our switch to a 100 % remote call center( also see BOX). The Enghouse upgrade enabled us to meet them.
WHERE DO YOUR INNOVATIONS GO FROM HERE?
A: We’ re exploring more ways to allow our subscribers to handle their subscription issues through self-service.
"... WE CONTINUE TO REGULARLY TRAIN OUR POINTS OF CONTACT WITH OUR CUSTOMERS..."
WHAT ARE YOUR RECOMMENDATIONS TO OTHER NEWS MEDIA CONTACT CENTERS THAT ARE LOOKING TO FOLLOW IN YOUR FOOTSTEPS?
A: Maintain close relationships with vendors through regular face-to-face meetings and communication.
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
10 CONTACT CENTER PIPELINE rebrand. ly / neccf-live