Customer Service Reps Becoming Brand Connoisseurs - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 2/29/2012 eNewsletter

Featured Articles » Agents Must Overcome Certain Challenges at Call Center Outsourcing Companies » CWA Warns Against Data Fraud in Overseas Contact Centers » Social Media Myths Hamper Contact Center Adoption » Customer Reviews Growing Influential in Purchase Decisions   Sponsored By: Panasonic SIP Corded and Cordless Phone Systems Thanks to Panasonic, there are now a variety of SIP phone options designed specifically to meet the needs of small and mid-sized businesses. Customers can choose from cordless and and corded lineups, the latter of which just added its newest model, the KX-UT670, Panasonic's Smart Desk Phone. Panasonic is making a big splash in the SIP market. Last year, Panasonic's SIP UT Series was named Best-of-Show in the Open Source Category at ITEXPO West 2011. Introducing Panasonic's SIP phones - the perfect communications tool for businesses or home offices.http://sip-phones.tmcnet.com/   Top Stories » Colorado-based Restaurant Order Call Center Predicts Stellar Growth » VoIP Call Center Providers Warned about Traffic Spikes from Political 'Robo-calling' » Call Center Scheduling Adherence: Saves Time and Improves Agent Productivity » 10 Steps to Optimize Contact Center Cost with Cloud-Based Solutions   From The Expert Corner February 27, 2012 Call Center Training: Customer Service Reps Becoming Brand Connoisseurs By Tammy Wolf, TMCnet Web Editor Next time you place a call into a company in search of assistance with a product or service, it’s very likely you’ll be receiving a tad more attention than usual. That’s because today’s call center agents are being trained to truly know and grasp the brand they are selling or managing inquiries about – good or bad. Neglecting to do so can lead to poor service levels, as demonstrated by the U.K., where customer satisfaction is at an all-time low, according to recent research from Henley Business School. Whereas existing customers and prospects can Google (News - Alert) a company to familiarize themselves with the brand and products portfolios, call centers have solely become an outlet for our customer complaints or when we seek out complex advice. As a result, this is calling for an overhaul on call center training tactics so that agents can become completely engulfed in the brand they represent... Read More   Featured Video Interview with 2N Telecommunications at ITEXPO East 2012   TMCnet Free Premium Content » How Call Centers are Being Reshaped by Smartphones » Using Technology to Deliver a Better Customer Experience    Latest Blogs » CRM: Putting the RM Before the C » Google Voice Adds Circles - The Apocalypse is Upon Us! » Occupy Hits MWC   Featured Channels » Cloud Call Center - Cloud Call Center » Call Center Services - Call Center Services » Call Center Training   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Contact Us   Company Directory    |    All Editors' Info   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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