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Best Contact Centers in the World - Global Contact Center Masterclass Best Practice Conference Hear from and network with the elite contact center professionals from all over the World. All are 2017 Award Winners! as they share knowledge and information on key areas for contact center managers and executives
Organizations create and store massive amounts of data that agents may not use or trust because it’s an information landfill. Each time someone creates a document for a training class, a presentation, a report, or a manual – you name it – someone says, “That’s great information so let’s give it to the agents”.
Customers deserve the correct, up-to-date information, and agents in the contact center and back office can’t provide it when their information has turned into a dumping ground. As the amount of information dumped in grows, it becomes more difficult for agents to access what they need and for supervisors to feel confident it’s being used properly.
Guided navigation is the key to digging out from your Information Landfill. Let Lawson Concepts show you how you can dig out.
The root causes of declining call center metrics and rising costs How these issues affect both the customers and agents experience How to know if you have an “information landfill” How to dig out of your information landfill The role of guided navigation in transforming your business How guided navigation works Please Login (add)