Today's contact centers are far more complex than earlier call centers. Multichannel support requires greater proficiency in email, live chat, and Web service. Agents must handle a variety of different interactions and business transactions ranging from support to sales.
 
Increasingly, agents are being called upon to make independent decisions when interacting with customers who demand a higher level of service. During a single transaction, an agent may have to access multiple software applications-a CRM application, CTI technology, accounts receivable, product catalog, knowledgebase, and more. Effective use of myriad applications has a direct impact on both the agent's productivity and the customer experience.
 
Each of the thousands of customer interactions across hundreds of agents is a data point in your composite customer satisfaction index and average handling time (AHT), impacting your contact center performance and costs. Inefficiencies in the process ratchet up contact center costs, with higher repeat calls from customers, unnecessary escalations, and increased traffic.
 
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