This story was initially published on Business2Community.com. Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two. A contact center is a hub for managing customer communications and customer service across multiple channels, including phone, email, live chat and social media. Customer-facing teams use a contact center…Details
Your internet is down. After being on hold for 20 minutes waiting for someone to answer the phone, you spend another 45 minutes going back and forth with the agent to resolve the problem. Just as you are about to end the call the agent asks, “Do you want to upgrade to our Business 40…Details
This article was published on Business.com By Jared Atchison , business.com writer | Sep 30, 2019 Your company’s success is often determined by how well you provide customer service. Have you ever had such a negative customer service experience with a brand that it stopped you from shopping with them again? If so, you’re…Details
Great article in Forbes Magazine about the power of Voice Analytics. At TOG we utilize Voice Analytics to enhance the overall agent and customer experience in an effort to create the best brand ambassadors possible! The Amazing Potential Of Voice Analytics Source: Forbes Magazine, August 8, 2016 The customer service agent on the other end…Details
As you begin your search and start having conversations with potential partners, REMEMBER it’s important the call center you choose is compatible with your business, has the resources available to handle your anticipated call volume, and has strong managerial experience. Whether on a site visit or via phone, try to “S.T.I.C.” to this plan when…Details
We are responsible for recruiting and hiring new Gurus. Through our recruiting efforts and screening protocol, we attract and hire the best talent in the industry.
We provide Operations with the Key Performance Indicator (KPI) results for every customer. Operations uses this data to create action plans designed to address the root cause for each area of opportunity in order to ensure that every metric meets or exceeds the target. KPI and Compliance is also in charge of verifying, measuring (using…Details