Putting Clients First, by Dennis Grieco: As Seen in Call Center Times

IMPROVING CUSTOMER LOYALTY THROUGH PROACTIVE COMMUNICATIONS

- By Ben Levitan, CEO, EnvoyWorldWide

“Improving customer loyalty” is the ultimate raison d’etre of the call center. As economic and regulatory pressures continue to squeeze
the enterprise, the need to ensure customer satisfaction has made the art of customer communications a tenuous proposition. Too often, customer service professionals are consumed with efforts to put out the fires of dissatisfaction. Few call centers have embraced the idea of proactive customer care – the ability to reach out to customers before they have a chance to become dissatisfied.

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