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Customer Support

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The call centre is the backbone of any company, and it is often directly responsible for maintaining the business’ image in the eyes of the public. Support agents can often make or break a business. This, coupled with the fact that consumer expectations are constantly evolving, means that underperformance on the part of call centre agents can cost a company dearly. As a company grows, providing customer support becomes more complex. More products and services mean more potential problems, and more potentially irate customers to deal with. Agents may find themselves requiring more upfront knowledge, and finding the right person or department to direct queries to may also become more difficult. While these challenges must be dealt with as a company grows, they are not the customer’s concern and should be handled behind the scenes so that customers still receive the quick and efficient support they need. This means improving…