Agile or Clumsy: How Does Your Contact Center Rank?

• Minimize selections to the following: self vs. assisted serve; and actual skill differentiators.
• Each menu later addresses a single issue. These include caller type (purchase vs. service); customer type (business or consumer); and the request type, Minnucci said.
• Each menu provides callers with one logistical choice rather than many.

Agile vs. Clumsy Problem Solving
It’s no secret that customer problems should be solved right away. But if a rep is unable to solve a problem immediately, Minnucci suggests that rep, not using any script, should promise to track down a solution to the problem and call that customer back.