In this report we tackle the most pervasive and costly problems inherent in contact center operations and show you how solving just one problem in particular has a positive cascading improvement effect on all others. The primary problems we’ll address, and resolve, in this report are the ones that have plagued contact center leaders for years.
1. Inaccurate and inconsistent answers to customer questions
2. High AHT
3. Low agent morale
4. Too many escalated calls (Low FCR)
5. High agent turnover
6. High training costs
7. Higher operating costs