Call Centre Helper - The Leading Contact Centre Magazine
We investigate how you can reduce your Average Handling Time (AHT) without risking advisor quality levels and Customer Satisfaction (CSat).
Clutter on agent desktops is a problem. It causes agent frustration, lengthens handling times and damages quality of service. But, with agents constantly switching between tools, what can be done? This report highlights five innovative ways to combat the issue.
Your contact centre needs to work hard to stand out and positively impact customer retention and satisfaction. By leveraging solutions such as Quality Management, you can pinpoint areas for improvement and position your contact centre to deliver outstanding customer experiences.
Many organizations view CX and in particular the contact center as a drain on resources rather than a valuable, profit-making exercise. However, companies that put too much emphasis on what the business needs often risk alienating loyal customers.