TITLE

Tools For First Call Resolution—Making Contact Centers More Efficient And Responsive

AUTHOR(S)
Bellman, Bob
PUB. DATE
December 2007
SOURCE
Business Communications Review;Dec2007, Vol. 37 Issue 12, p28
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses resources for first call resolution for business telephone contact centers. The author discusses various strategies and tools call center managers have at their disposal, including so-called virtual agents, automated interactive voice response (IVR), knowledge management systems, agent scripting, and real-time speech analytics. The author also discusses the impact on a customer's call center experience on customer loyalty, customer satisfaction, and word of mouth business growth.
ACCESSION #
27886449

 

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