HR GENIUS BLOG
SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!
Many contact centres make the mistake of always sticking to the same channel the customer query came from. Sometimes a single outbound call can resolve a particular issue quickly, other times a customer won’t be available for phone calls – adjust and pick the best communication channel for the customer.
Branch out and don’t be afraid to respond through other channels, it’s the dawn of the Omni-channel era!