Customer service calls: To transfer or not to transfer? ‘When’ is the question

This episode is sponsored by Fordham University’s Ph.D. in computer science. In an effort to address customer questions and concerns as thoroughly and quickly as possible, service centers such as call centers and back-office support organizations often employ frontline workers to handle some of the more common issues. These workers may end up addressing customer questions themselves, or transferring them to another employee with more expertise in that area. Since these workers provide a gateway to an expert, they are sometimes referred to as ‘gatekeepers.’ An important part of the gatekeeping process is knowing when to stop working on the…

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