The Promise and Payback of Customer Communication and Loyalty

By TMCnet Special Guest Steve Loring, Business Development Manager, Customer Interaction Solutions, Dimension Data Today, it’s no secret that businesses are more competitive than ever as they fight valiantly for every customer. And in many cases, call centers are the front line in that fight. That’s why what happens in the call center can drive revenue, impact customer satisfaction and keep customers coming back — or not. If you believe that each and every customer interaction is a test of the customer service organization, how you manage or mismanage these moments of interaction determines your company’s long-term fate. That’s why understanding and constantly enhancing customer-centricity, satisfaction and loyalty by improving agent-customer communication has a lasting imprint — either negative or positive — on the entire... [read full story]