Contact centers have a lot of daily challenges and high on the list is hiring, training and retaining a consistently high-performing organization of customer service agents (CSRs). The technology solutions and procedures chosen to enable, track, and manage the contact center can have a tremendous impact on the costs involved with maintaining the service agent workforce.
Are the tools in your contact center helping to reduce costs and the training time involved with getting a new service agent ready to support customers?
Where do your agents spend the most time referring to procedure documents or other job aids?
If the solutions in place today can’t support the rules and processes for your business, and you are relying on the agents to ensure compliance it leaves your organization in a tough position when senior agents leave.