I recommend that you first determine your customer's profitability. This will help your agents differentiate between customers and understand their value to the organization. Agents can apply a speedy-courteous approach to their interactions with unprofitable customers and stay on the phone as long as it takes to satisfy the needs of more profitable customers.
Additionally, you may wish to explore cross-selling opportunities to offset the length of time on the phone and justify the personalization.
Dig deeper on Call center manager
Related Q&A from Lior Arussy
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide ...continue reading
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice ...continue reading
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in ...continue reading
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.