Do you ever call a contact center for support and feel like you have to provide the same information multiple times to multiple agents? Just a few seconds into the call, your frustration increases because you feel like the agent is disorganized, so the brand must also be disorganized and this interaction will take much longer than it should. And guess who takes the brunt of that frustration? The contact center agent, of course. But the agent is simply following instructions. So how do you provide your agents with greater opportunities for success? The answer is simple: give them more knowledge about the customer in as close to real-time as possible.
The secret to closing contact center tickets quickly AND successfully.
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