You have an awesome marketing team: amazing writers, marketing-tech wizards, strategic thinkers. But are you turning a blind eye to the call center? Historically, the call center and customer service have never fallen under marketing umbrella, but as more and more companies realize the impact that it can have on their brand, that’s starting to change.
The reality is that call center agents are the voice of a brand — often the only direct contact customers have with it — and those interactions can make or break a customer’s perception of a company and their loyalty to it. In order to create a cohesive brand from customer acquisition through customer experience, marketers need to teach their call center agents the messaging they want to get across, along a few marketing tenets to help them deliver the best service possible…
