Agent Desktop Complexity is Killing Customer Service
There is so much debate around the most effective way to provide good customer service and manage the volume of calls coming into the contact center via the agent desktop. Is it better to use outsourced agents, skilled base routing or IVR?
Call Compliance: Do You Share a Dark Secret with Dr Who?
Call Compliance: Do you have something in common with Doctor Who? We’re not talking about a juicy BBC contract, attractive ‘companions’, a taste for eccentric scarves or needing to carry a screwdriver with you at all times.
My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”. IVR Reporting can be challenging at the best of times.