Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. iii] “#McDStories: When a Hashtag Becomes a Bashtag”, Kashmir Hill, Forbes, January 24, 2012, [link]. [iv] Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand.

ROI 45

ROI Social Media Airlines Customer Service 45

Comm100

OCTOBER 30, 2017

Contact center management is a difficult job. Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. How can I fix it?

Contact Center 44

Contact Center Management Call Center Download 44

Comm100

SEPTEMBER 7, 2017

Average handle time is of great significance to customer satisfaction. Here’s an example of how one qualified candidate might respond: “I’ve been working with customer service since 2012. Unlike in a traditional call center, you cannot hear a customer’s tone over live chat.

Sports 44

Sports Average Handle Time Call Center Customer Service 44

Michel Falcon Experience

MARCH 12, 2019

But I joined the company, and I started off in the call center answering 100 calls a day. I didn’t grow up wanting to be a call center agent; no disrespect to the industry, but it’s just nothing I aspired to do.

Culture 12

Culture 2019 Engagement Net Promoter Score 12