In today’s always-connected world, customers expect immediate answers when contacting your call center. Disappoint them, and they’re likely to vent their frustrations at your agents or on social media sites. So how can you create a more happy experience for your customers and your agents?
The answer comes from building a more “connected” contact center, one that links agents to the full range of your company’s knowledge sources, such as backend customer, inventory, and billing systems. With quick, ready access to the information your customers want and need, your agents’ productivity—and overall job satisfaction—can really take off. And that makes for happier customers, too.
Originally published Mar 17, 2016, updated Aug 27, 2020