With each passing year, consumers become increasingly more proactive in engaging with companies’ customer service centers to address their concerns. With this consistent rise in traffic, customer service center agents must be well prepared for the slew of customer queries sure to flood their queues. Additionally, as customer service goes, it’s time to get ready to contend with the increase in customers utilizing channels such as the Web, voice, chat, social media and video for everyday queries. Cisco’s Collaboration Technology Group, already helping to enable comprehensive and effective collaborative experiences, discusses the tips and tricks call center managers can share with their agents as they ramp up to deal with retail’s most “savage” customers.
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