Contact Center Technology

Emerging Customer Service Channels and Contact Center Technology

by John Doane in Contact Center Technology, John Doane

It’s no secret that more and more customers are choosing to bypass the telephone channel to begin a customer service interaction with a brand. It’s a fact of “customer service life” that companies can’t ignore anymore. This blog post takes a look at integrating emerging channels into your existing contact center technology mix. (Warning: We’re […]

 

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Agent Insight #2: Agent Training and Knowledge Transfer

by Patty Isnor in Agent Insights, Contact Center Technology, Patty Isnor

Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That means adopting your agent training curriculum, implementing new processes, managing change control, […]

 

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