The Contact Center of the Future: Seven Tips for Success

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Simplify the live agent's desktop.

Customer service leaders are recognizing the benefits that improving the agent experience can deliver to contact center performance. A virtual agent tool, for example, automates the entire knowledge retrieval process by allowing the customer service representative to key in a natural language question, while they have someone on the phone, and get the single right answer. Gone are the days when representatives have to sift their way through documents or search results to get the answers to the questions they receive.

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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