Addressing the Shadow Contact Center(s) in Your Company
Talkdesk
MAY 16, 2019
As a consumer – and one with an intimate knowledge of contact centers – when I’ve called to speak to a provider, I’m often trying to reach someone that I’ve spoken with previously and end up hitting zero to get out of the IVR menu because I can’t find a way to get to them directly. In many cases, when I finally get to that person through a series of manual transfers they say something along the lines of “Oh, we all just answer the phones”.
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