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Top Tips to make Email Cost Effective in the Call Centre

Customer demand for email, chat and mobile customer service is on the rise, but many organisations are struggling to offer it or don’t offer it effectively, largely down to cost and capability. What do we do about the increase in text-based interaction? What are the practical ways to make email cost effective and responsive? and how do we ‘wow’ customers with customer service?

Topics to be discussed:

  • Changing Customer Service Channels
  • The Issues with Email in the Call Centre
  • Improving email efficiency and response
  • Managing Response Times, Relevant Contextualised View & Agent Efficiency
  • mplsystems email management demonstration
  • Case Study: Multi-Lingual Email Management for Global Blue
  • Blending Automated and Assisted Response
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