Have you ever wondered why credit unions continue to rank the highest for customer satisfaction compared to other financial institutions? The reason for their continued success is simply because they work diligently on building a strong customer experience for their members. But when unpredictable events occur, even the best in the industry need a helping hand. Dealing with a spike in call volume or a shortage of agents can be detrimental to the call center experience. The result is typically a rise in hold time, an increase in abandonment, angry callers, and stressed out agents.
Fortunately, there’s an easy and affordable approach that call centers can take to protect themselves against these common scenarios. Continue reading