Creating a unique customer experience that enhances your brand requires juggling compliance while embracing dialogue. If your business requires strict compliance protocols in the contact center, it may seem impossible to integrate spontaneous dialogue without sacrificing efficiency metrics. But, if your focus remains solely on compliance-driven metrics, you may be killing your call center.
STARTEK, a leader in business process outsourcing services, announced today that its team of dialogue experts presented keynote sessions at the J.D. Power 2017 Roundtable of Champions (ROC) event held February 27-March 1, at the Grand Hyatt DFW International Airport, Dallas, Texas.
Nailing first-contact resolution calls? FCT scores in the stratosphere? Before you give your team a high five, look closer. Your engagement specialists may be having only partial-brain conversations with your customers, resulting in missed opportunities for building brand allegiance and customer loyalty by simply having a ‘whole-brain’ conversation.
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