5 ways to improve customer service in call centres
Categorised under: Intranets, Knowledge management
Iain Barker has written about 5 ways to improve customer service in call centres. To quote:
Over the last few years I’ve conducted a number of contextual research studies in call centres. It is an interesting environment in which to conduct contextual research. Generally I’ve double-jacked in to calls, observing how the customer service consultants address the queries, and then asked a few questions of the customer service consultants.
James Robertson is the Managing Director of 