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Agent Empowerment Calibration industry standards call center solutions Technical Support First call resolution call center software Average Handle Time Self service Multichannel More Related Topics >
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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

AUGUST 1, 2017

Our solution, VIA Contact Centre, is actually an adapted form of Skype for Business that offers added benefits to the contact center like call recording, smart agent selection, and interactive voice response – the latter is particularly useful as it negates the need for switchboards entirely. Scott Nazareth. Markus Linder.

Contact Center 334
Contact Center Call Center Average Handle Time Real estate 334
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Why Customer Delight Is the Wrong Strategy

Comm100

FEBRUARY 13, 2018

In 2005, Bain & Company surveyed 362 firms. Human issues aside, customers often get frustrated with the material problems of call center contact – frustrating IVR options, being on hold, telling multiple people about the same problem, and being transferred through endless departments are all sources for customer frustration.

Multichannel 41
Multichannel Benchmark Journey mapping Call Center 41
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