Winning at the Contact Center Game:

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.

60% of households report customer rage
36% yell during calls
18% increase in customer complaints
13% curse at phone reps
35% of customers post complaints on social media

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