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Contact Center 101: A Comprehensive Guide

JustCall

Multichannel Contact Center A multichannel contact center is similar to an omnichannel contact center in that it helps the agents manage multiple sources of interaction. However, in a multichannel mode, the digital channels are not integrated with each other. If not, a cloud-based contact center would be the best option.

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Redefining the Future of Enterprise Contact Center Solutions

Balto

Great contact centers also make use of every single piece of relevant data and care for the well-being and development of their agents. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

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How to Improve Call Center Productivity

Balto

Ideally, you need your occupancy rate to be under 90% to compensate for random demand fluctuations and avoid agent burnout. This could pressure your agents into rushing their calls with the customers, negatively affecting the overall customer satisfaction levels. Develop Multichannel Agents.

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How to Implement a Precise and Effective Omnichannel Strategy

aircall

Omnichannel” customer support stems from its conceptual ancestor: “multichannel” support. Simply put, multichannel means providing customer support over more than one channel. This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. What is an omnichannel strategy?

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.