As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs.
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From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.