How do you keep the business running smoothly and provide the same levels of service when calls unexpectedly shoot up from 2,000 to 260,000 a day?
Let’s face it, customers rarely phone to congratulate you, so when they call they expect their query or problem to be sorted quickly and efficiently. I’m sure this isn’t a revelation. People have always had high expectations of customer service. But those expectations have skyrocketed in recent years and many businesses are struggling to keep up. [Read more...]