The Contact Center of the Future: Seven Tips for Success

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Get tough on hold times and transfers.

Long hold times and repeated transfers from agent to agent hurt customer relationships and have no place in today's contact center. Sluggish, fragmented data centers that hinder agent performance during a call need to be replaced with user-friendly knowledge management databases that allow agents to get accurate, approved answers to questions in seconds.

Driven by the explosion in communication options and widespread customer acceptance of new digital self-service channels, the era of the traditional call center has well and truly passed. The call center is no longer the first port of call for consumers who want fast answers to simple questions.

Today's customers are increasingly using Web, social and mobile channels as their first contact point with businesses. Virtual agent technology provider IntelliResponse offers seven tips to help customer service leaders in the contact center, not just to avert death but to become a vital part of the multi-channel customer experience.

 

Related Topics : Business Structure, CRM Solutions, Enterprise Software, ROI, SugarCRM

 
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