Strategies for Your Contact Center

You can train customers to use your Web site by having CSRs point out the fact that the answers they just got by phone or e-mail were readily available online. The most adept practitioners of channel integration do this by politely guiding the customer directly to the specific answer on their Web sites. This makes it clear to customers that in the future they don’t have to wait on hold or for an e-mail. Rather, they can go online 24 hours a day, seven days a week and find the answer.