Google+ Hangout: VOC Insight & Understanding

Google+ Hangout: VOC Insight & Understanding

Google+ Hangout: VOC Insight & Understanding

Join the CX Experts as they discuss VOC, Customer Insights, and Customer Understanding.  Topics will include leading-edge approaches, common pitfalls, and emerging trends.

By Vocalcom

The Call Center Manager's Role in Handling Customer Complaints

Customer complaints and problems, service agents are trained and empowered to solve most them on their own using business rules that are preset in a company’s call center software. There are some service recovery situations, however, in which the conversation needs to be escalated to a manager. The manager has three key responsibilities during an escalated call: 1.       Satisfy the...
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