Overview/Description It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs...

Overview/Description Call centers strive to provide outstanding customer service while simultaneously keeping down labor costs. This Business Impact examines how workforce management software can help achieve this. Expected Duration (hours) 0.1 Lesson ObjectivesWorkforce Management Software - Is It Worth It?