There is an opportunity for telecom companies to set themselves apart with a combination of cutting-edge technology and heightened customer service and sales ability within the contact center. Being able to utilize Speech Analytics and Quality Monitoring to provide quick, common questions and identify pain points to flag for the agent’s attention is a valuable tool to better handle high-volume communications.
When combined with a customized Training and Coaching program, your agents can build industry knowledge, understand how to solve customer problems, and deliver a great customer experience that can drive incremental revenue growth and reduce customer churn.
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Cheryl Thibault,
Founder of ARC