A newly published book explains why it makes sense for contact centres to encourage customers to complain if they are unhappy with a product or a service - and how interactive voice response (IVR) can be beneficial for routing inbound calls. Writing in Effective Complaint Management (Springer, Cham 2019), Bernd Stauss and Wolfgang Seidel refer [...]The post Why you should encourage customers to complain appeared first on Daviker Blog.
