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Article : Click-to-Call: Driving Great Calls in the Contact Center
Many companies are reluctant to introduce click-to-call technologies (also known as click-to-agent, click-to-dial, click-to-contact, tap-to-talk etc.) for fear of driving increased costs and complexities to their Contact Center. Their fears included:
- Driving incremental contacts into their center
- Requiring new systems (and integrations)
- Staffing issues
- Training issues
Staffing & Training:
Click-to-call technologies allow an organization to:
- Increase revenues
- Develop better relationships with selected customers
- Give customers and prospects some choice over what channel they wish to engage with you
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About Bruce Lebowitz:
Bruce Lebowitz is an experienced call center consultant and marketing strategist with expertise in creating compelling conversations. With over 20 years of experience in both the consulting and client sides, he has solved problems and created successful programs for many Fortune 500 companies.
About The Taylor Reach Group:
The Taylor Reach Group is a call center and contact center consultants specializing in customer experience consulting and call and contact center consulting, management, performance, technologies, site selection, tools and assessments. All we do is customer experience and contact center consulting: strategic and tactical. Our contact center and customer experience consultants have helped management in hundreds of contact centers and organizations achieve – and exceed – their business goals.
Published: Wednesday, May 31, 2017
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