What is happening in today’s call center could be surmised up by a recent survey by Witness Systems discussed in this article on TMCnet. One question worth noting asks what the number one challenge is in the call center. The most popular answer is first call resolution followed by customer satisfaction and retention.
Furthermore according to the survey, most call centers occasionally monitor customer interactions and it seems today’s call center managers are surprised when receiving complaints about inconsistent agent response, voice tone issues and bad attitudes from customer service representatives. For more be sure to check out Witness Systems Customer Service Survey: First Call Resolution Tops List of Challenges for Contact Centers.