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Vulnerable customer care is a growing field of specialisation. It is a topic that should be introduced at the onboarding stage of new agents into the contact centre. The skills and strategies needed for the right level of vulnerable customer care can be quite diverse. Fortunately through care and planning, customer service practitioners can develop skills and processes that can in fact benefit each and every customer coming through a contact centre.
When customer services can be a differentiator between businesses and there is a strong customer preference to talk about complex queries, is a metric used to set limits on ideal call length still relevant? If spending extra seconds on this crucial channel can translate into greater customer loyalty, is it time to retire this traditional metric?
Amid a wealth of potential channels contact centres need to be accessible over the ones that customers prefer and which add most value to their journeys. Rich communication services (RCS) may be new but could well rise through the ranks to become a core channel because it’s based on text messaging, a mainstay of billions of mobile phone users. 1.2 billion people worldwide are already only a click away from having RCS-supported devices. What should contact centres know to prepare for RCS?
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