I recently read an article which summarized 2008 best practices in public sector contact center technology initivities. It’s frustrating that most contact center agents still have to spend too much time logging onto different internal systems and jumping between applications, keeping their callers waiting on the phone. This is a direct result of the complexity agents face when having to use anything between five and ten separate IT applications while trying to deal with the day-to-day needs of customers.
Action item: Form a partnership with your Department of Technology liaison to identify and implement call center technology solutions to reduce the number of disperate systems.
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