Hi All,
This is my very first post!
I am running a Desktop technical support service desk and I have been facing challenge of implementing new ideas on my shop floor. Our incoming volumes are high, so I always think around ideas which will help me reduce my volumes. Things like self help for users, straight through, introducing chat support etc. Any ideas on enabling self help for users, or ways of improving service or introducing new technology to ease the affect of rising calls volumes, any ideas?!!
Out of the BOX!
Call Centre Helper Forum » Technology
(3 posts)
Posted 2 years ago
Hi there,
If lengthy support calls cause excessive queue times for your customers why not offer those on hold the option of a callback as soon as an agent becomes free? The key here is a service that can take their details, "virtual" queue on their behalf and as soon as a support person is free to take the call, the original caller will recieve their callback in the same time they would otherwise have waited on hold.
Posted 2 years ago
Callcentreadvice
Please be careful. This is an open discussion forum, not a platform for selling your products.
Posted 2 years ago
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