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The ‘Net is full of horror stories from both those providing support and those requiring support.  Sadly, both groups want exactly the same thing – to have an issue addressed as quickly, as painlessly and as thoroughly as possible.

From the point of view of those whose job it is to provide support, no matter how well prepared we are, inbound support calls are always “reverse cold calls.”  We never know what or who we will be dealing with.  Folks calling in for support can do a little preparation work to make the entire process flow more smoothly.  A case in point:

Back in the day, I worked for the Business Telephone Repair department of a very large telecommunication company.  To support our customers, we had:

  • State of the art multi-language IVR (Interactive Voice Response) system to route calls to the appropriate department.

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