Constant Contact: 7 Questions to Ask About Your Contact Center
What can businesses do to ensure they are using their contact center to the fullest? If you want to know check out this article on The VoIP Report.
More than 80% of consumers who switched from one provider to another because of poor service said they would have stayed if their issue had been addressed on the first try. In fact, for the last five years first contact resolution has been the top frustration factor in the Consumer Pulse survey. Pam Bednarcyzk
So what can businesses do to ensure they are using their contact center to the fullest? If you want to know keep reading. Pam Bednarcyzk discusses this further in her blog found on Shoretel.
Who Should Read This Article
If you have a contact center and want to be sure its the best it can be then you should read this article.
What You Will Learn
Learn from one of the experts what questions you need to ask yourself to be sure your contact center is the best it can be. These questions include:
- How do you route calls to your agents?
- Is customer history easily accessible?
- How do you measure performance?
- Do you use automation?
- Can customers do things themselves?
- Can agents move from one communication channel to the another?
- Do you offer customer callback?
If you have a contact center you want it to be a positive business asset. Asking yourself the questions mentioned helps you do this.