The term ‘call centre’ usually conjures up images of vast open office spaces, occupied by dozens of telesales representatives parked in front of computer screens with their omnipresent headsets.
Gone are the days where the primary source of communication is by telephone. In the digital age, many consumers decide to take to their desktop when they want to make a purchase or, more importantly, air a grievance.
In an ideal world, a customer that has a concern will reach out to your call centre via telephone. Customer care specialists can pull up details quickly, and can use the pauses to engage with the person on the other end of the phone. With this said, the concept of Live Chat allows the opportunity to address a complaint while the customer is online and available to participate in the process as well.
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