Audio Podcast: Ask Agents What They Dislike
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Giving the agent the tools they need to respond quickly may sound obvious. In practice however, many contact centers have to rely on data that is often distributed throughout an organisation. If it’s not available quickly at the time it is needed i.e. during a call, then this results in longer call durations, affects performance, costs your center more and downgrades the entire service proposition.Take time to find out exactly what your agents need and develop an action plan to ensure all data required is available quickly.
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|Charity Work||Giving Instructions||Give Agents Tools|
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