April 2009, Cover Stories

Making inbound incredible

Many organisations rely on their inbound contact centre for sales or customer service recovery (technical helplines etc). These inbound moments of truth have been shown in research to directly impact customer satisfaction, loyalty, retention and re-purchase but just how many are truly incredible? This issue we explore inbound tools and techniques that can improve inbound for callers, for agents and for business - and some of it is just better use of what you already have!

Read the stories now!