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It’s no secret that many people can’t stand call centers…”. But if there is a single sore point: it’s the often-ridiculous waittimes. Between waiting for the initial answer and getting transferred, the elevator music is anything but calming. Call-type tracking is also important. Nate is from Riverdale, NY.
Another way to improve customer satisfaction and reduce dropped calls and hang-ups is by enriching the on-hold experience. Virtual ‘assistants’ can make waittime announcements and manage callback requests. Improve Morale by Freeing Consultants from Mundane Tasks.
This technology also provides contact centers with the benefit of minimizing caller waittimes since it allows calls to be rapidly routed to the most available telephone extension and the most qualified employee to respond.
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