How to Keep Your Promises to Customers

Every contact centre makes promises to customers. Some are explicit, such as “we’ll call you back by 4pm”, whilst others are more subtly built into IVR menus, or even the tone of a marketing campaign.
Yet, however easily they’re made, keeping them is often much harder. And the damage is even worse, as every broken promise chips away at trust.Of course, this is all rarely the result of bad intentions, but it can be hard to pinpoint exactly what’s going wrong.
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