Strategies for Your Contact Center

For example, say a customer calls you with a question. Your call center operator is helpful and apparently resolves the issue. But the customer needs a minor detail clarified. Because it’s after hours or the customer doesn’t feel like spending time on hold, he or she sends you a quick e-mail.

This obviously can be a problem for any company that manages each channel separately. If your e-mail service processes aren’t well integrated with your call center, the person answering that e-mail won’t see what transpired on the earlier phone call. If the customer doesn’t make explicit reference to the call, your e-mail handler is likely to give an inadequate response. The response even may create additional confusion.