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I help small-midsize online retail brands scale memorable customer experiences!

Hiring for the holiday sale? ?? Consider training your seasonal support staff on transactional inquiries only. Here's why: ?? They may already have the experience. While product knowledge will differ organization to organization, the processes for solving transactional inquiries are fairly standardized. ?? Where’s my order, price matches, refunds, and cancellations are some of the highest contact drivers during the holiday season, so by focusing seasonal staff on order inquiries, they'll have a strong impact. ?? Dedicating your seasonal team to transactional volume will free up your senior agents for more complex situations. ?? Limiting training content to a subset of inquiry types can reduce time to onboard, and increase chances of knowledge retainment.

Jason Hiland

Reimagining the Call Center Floor-Virtually

2 个月

Holidays? How did they get here so fast?

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Leo Lopez

CX & Contact Center Executive Helping Companies Drive Growth, Build Loyalty, and Deliver Superior Customer Outcomes

2 个月

????this is the way

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