Your Agents Should Be Familiar With Your Website and Mobile App

Here is something that is frequently overlooked by contact centres.

All of your agents should be familiar with your company website so that they can refer to it during a call – or answer any general questions a customer may have about where to find certain information. The same applies to your mobile app.

An in-depth knowledge is especially important for utility companies or local councils, where an agent may need to talk a customer through an online payment process.

You could also get your teams to quality check the website content to make sure that it is up to date.

Published On: 10th Mar 2015 - Last modified: 6th Jul 2017
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