The contact center is a critical hub in any business that works to satisfy customers, not only because it’s the key to delivering satisfaction for them, but because it’s a direct window into the way they feel about the company and what it offers. However, some aspects of a contact center’s traditional operation can frustrate customers and agents alike. Think of repetitive “mother’s maiden name” queries to authenticate identity… waits, holds, or transfers to retrieve needed information… or just an emotional state that finds two people talking past each other instead of to each other.
