E-mail is proving to be an important part of not just day-to-day tasks, but also virtual call center operations. Leveraging e-mail as a way to communicate, not just with personnel but also with customers, is a fantastic way to use 21st century communications. Through this practice, it’s possible to not only increase general customer interaction, but, perhaps more importantly, the chance of a singular interaction becoming a valuable exchange.
In fact, a recent study exploring the use of virtual communications found that U.S. workers will spend approximately 30 percent of their office time using e-mail. This poses the question: Why aren’t we being serviced via e-mail more often? There are plenty of implications of this when it comes to virtual call centers. Take a look at three below:
When it comes to making the most of call centers that are virtually based, it’s important to leverage as many different forms of communication as possible. This is why e-mail, as a part of multi-channel communication, serves both a practical and creative purpose. It enables companies to communicate with clients in a variety of virtual ways that best meets the customer’s needs, thus increasing the chances of having not just an interaction, but a positive and valuable one.
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