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OpsTalent Tips: Branch out – don’t stick to the same channel.

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OpsTalent Tips: Branch out – don’t stick to the same channel.

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!