When agents don't have the answers...some centers have them put the caller on hold so they can get the answer, while other centers have them escalate the call to a senior person via transfer. Traditionally centers with lower hold times have higher transfer rates, and vice-versa. Don't be satisfied with this old see-saw! By drilling down into call flows, agent training and knowledge management, centers can optimize results - reducing handle time, minimizing costs and maximizing caller satisfaction and enterprise value. Listen in to this very practical episode of CallTalk for ideas you can implement immediately. Dayne Petersen from Call Center Solutions shares her perspective with host Bruce Belfiore.
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