Developing the Right Contact Centre

What makes your particular organization unique is not just your product/service offerings (chances are your audience has many options to choose from out there, regardless of industry) but rather how you approach your clientele. Being able to provide a custom and direct connection to your audience is the best way to keep them effectively engaged, and happy.

Developing a contact centre for your business is a great way to help stay connected to your clients. Whether you operate help desks, sales groups, or even a mission critical contact centre, having those options available only serves to promote optimal customer service. Here are some important considerations for developing a contact centre for your organization:

Outsourcing puts up a wall between you and your customer
It’s a huge mistake to leave these valuable customer interactions to strangers – especially when a poor experience can affect your opportunity for referrals and repeat business, too.

Outsourcing robs you of a chance to find your next all-stars
The biggest risk of outsourcing is often overlooked: it robs you of the chance to train, develop and promote talent from within. It’s simply not possible to identify or cultivate that talent when you’re working with contractors thousands of miles away. Outsourcing can work for some things; But if customer service and interaction is the backbone of your business, outsourcing is a bad call.” (Brian Scudamore, theglobeandmail.com)

Here at NuEdge Communications your business communications professional, we can help your organization with specific contact centre solutions that help to best manage client interactions, and improve overall customer service results.


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