Here's an interesting article from Forbes.com on the art and science of saving customers who would otherwise churn to a competitor.
The article points out that many companies make the mistake of putting their best inbound agents on the "save desk." Inbound agents are used to following a script, not necessarily listening to the customer. What makes a skilled "save" agent is the ability to listen closely and carefully to determine what real solutions can be cost-effectively offered to keep that customer.
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