Real-Time Resolution for the Modern Contact Center - White Paper
Time is precious, especially to your customers. If customers feel that your business is not valuing their time, they are likely to find another business that will. In the age of the Internet, we expect instant access to information, and become frustrated when we can’t get questions answered or issues resolved in a timely manner. This is especially true when reaching out to a company’s contact center. What if contact centers could provide real-time resolution of issues for customers when they call in? By enabling contact center agents to reach out to subject matter experts within the organization using tools such as Microsoft Skype for Business, contact center agents can get the information they need to answer a customer’s issue, solve their problem, or close the sale. And they can do this in real time while the customer is still on the line, thus increasing customer satisfaction.