Posts Tagged "support channel"

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4 Guidelines for Switching Channels Without Aggravating Customers

Share this article: I recently contacted a company for customer service regarding a piece of software that was critical to me finishing a project. After sitting on hold on the phone for about five minutes I hung up and opted...
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5 Tips for Adding a New Service Channel

Share this article: I have to admit; it’s awfully cool to work at FCR, a company where we observe the support channel mix for dozens of different companies. As an outsourcer, about 60% of our support volume is still phone, with...
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FCR Client Webinar: Text – The Next Big Channel

FCR recently conducted a webinar for our clients to discuss an emerging new channel in customer service – Text/SMS support. We welcomed three technology vendors – Teckst, LiveHelpNow, and OneReach – to present at a recent webinar and provide insights into…

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