22 Includes: Call Center Help Desk Customer Experience Real-time and Historical Reporting Customer Support Performance Management Remote Workers Automated Call Distribution Customer Feedback Management Omni-Channel Session Handling (Chat, SMS, Voice) How are your customers contacting you today? Do you have remote workers in your contact centers? How do you train and coach these remote workers? Are all of your calls currently recorded? Do you currently serve your customers through web chat, email, or social media in addition to calls? Can your agents handle all of them through one environment? Is your contact center integrated into your CRM? Is there reporting or analytics would be helpful for you today? Call Center/Contact Center (CCaaS) Discussion Questions Did you know? • The most frustrating aspect of customer service is an automated telephone system (the inability to reach a live person for customer support). • 41% of customers have stopped using a product or service after having to repeat themselves over and over or after being passed from rep to rep. • 96% of customers expect their issues to be resolved (quickly) on the channel of their choice (Chat, SMS, Email, Voice).
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