It never ceases to amaze me in 2010 that after entering my account/phone numbers into their phone sytem, the customer service agent still asks me for it. Sometimes more than once.
I know the technical reasons for it but 5 years ago, I said if we fixed just 10 seconds worth of duplicated effort in our contact centers we'd have the potential to save over $1bn in all the call centers collectively. Truth is, I've seen Contact Centers implement simple yet powerful automations to cut call times in half or even less. Call Center Administrators and CFO's often don't believe it's possible but it is and it's not even expensive. Continue Reading...
I know the technical reasons for it but 5 years ago, I said if we fixed just 10 seconds worth of duplicated effort in our contact centers we'd have the potential to save over $1bn in all the call centers collectively. Truth is, I've seen Contact Centers implement simple yet powerful automations to cut call times in half or even less. Call Center Administrators and CFO's often don't believe it's possible but it is and it's not even expensive. Continue Reading...