This is the ultimate customer service guide for managers – we’ve assembled topics we believe to be a solid overview over everything you need to know about the customer service industry.
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An Automatic Call Distribution (ACD) system is a combination of software, hardware (servers for on-premise systems, for example), and connections to external systems that directs incoming calls to relevant departments or individuals. Find out more about ACD systems, how to select one, and who the most common ACD providers are.
Virtual queues can be very helpful for call centers, but not all call centers benefit from them. Find out more in this white paper.
In this white paper, a 12-point checklist awaits you, with which you can coolly come through real crises and, in the best case, even emerge as a winner. Read how communication, information and cohesion can work even in the toughest times and how they can get even better with the right technology!
In today’s “switching economy,” consumers are more likely to switch from one brand to another. Customers are able to use several different websites to compare price and experience across different products and service providers. This easily accessible pool of information makes it easy for customers to switch from one service provider with just one click. For businesses, this means a higher likelihood of losing customers. Learn how to reduce contact center personnel costs, gain stronger customer loyalty, and differentiate yourself from your competitors!