Spectrum 2025: How far can sharing go?

Spectrum 2025: How far can sharing go?

Spectrum 2025: How far can sharing go?

Panelists: Dennis Roberson, Vice Provost for Research, Illinois Institute of Technology; Janice Obuchowski, Founder and President, Freedom Technologies; Joan Marsh, Vice President, Federal Regulatory Affairs, AT&T; David Goldman, Senior Legal Aid, FCC; Moderator: Marty Cooper, Chairman and Founder, Dyna LLC Marconi Fellow (2013)

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...
View Full Article