What Changing Customer and Agent Demands Mean for Contact Center Performance
As agents are tasked with handling more issues, engaging across new channels, and operating from remote environments in some instances, yesterday’s technology is not capable of providing the scale, flexibility, or agility needed to meet the needs of the modern customer.
In this roundtable, Neustar experts, reviews case studies and technologies that have yielded customer contact gains in this new normal, including:
- Best answer rates and diminishing returns across different quality of phones and number of dial attempts
- Phone intelligence identifying the phone number that a consumer uses most
- Best time-of-day/day-of-week intelligence for identifying when each individual is most likely to answer
- Verifying and appending best emails for individuals