Boosting satisfaction levels for both customers and agents
Rage against the agent
Endless on-hold times. Confusing phone trees. Unhelpful agents. Poor problem resolution. Customers contacting call centers today are angry, and they’re not going to take it anymore.
Happiness breeds happiness
Agents with the right tools, technology, and training can provide better service.
Which makes for happier customers. Which helps agents feel better about their jobs. Which leads to even better service—and even happier customers and agents. And so it goes.
Bringing it together: The connected contact center
Give the agents what they want
- Instant online access to knowledge sources
- Better matching of agent skills to customer tasks
- Streamlined, one-screen access to all information
Give customers what they want
- Expanded connection choices: phone, email, social media, mobile, and real-time chat
- Shorter on-hold times
- Faster response times
- Quicker problem resolution
Get the eBook:The Connected Contact Center