7 Strategies to Upgrade Call-Center Performance, Part 1 of 2

Once useful, call-logging systems have become outdated. They’re now disconnected data and process silos that don’t integrate with call resolution or case management systems; knowledge bases; service fulfillment work flows; and nonphone interaction channels such as e-mail, chat, SMS and Web self-service. This results in an increase in call handle time and repeat calls, increased escalations and call transfers, poor customer service experiences, noncompliance with interaction regulations and best practices, failure to deliver on promised service levels, and ultimately reduced customer loyalty.