When a customer contacts your call center, they’re not just giving you the chance to help them; they’re presenting you with an opportunity to strengthen the relationship and convert them into brand evangelists. Studies have shown that when a customer has a positive interaction with your representatives – even if they’re calling about a problem – the benefits to your organization and your bottom line can be significant.
That is why it’s essential to provide your call center staff with useful tools and resources to help customers throughout their journey. You want them to perform magnificently whether they’re providing additional product or inventory information, solving a problem with an order, or making a change to the delivery method. You can do this is by supplying them with real-time, easy access to customer, inventory, and order information.