10 Contact Center Tech Tools You Should Be Using... But Probably Aren't

Is your contact center running as smoothly as it could be? Not if your software doesn’t offer certain features, including:

  1. Cradle-to-grave lifecycle reporting
    gives supervisors a 360-degree view of specific calls, agent performance and queue management so they can optimize processes.
  2. Self-service technology
    allows customers to help themselves through an interactive voice response system—costing contact centers only about $0.25/call versus up to $7/call handled by an agent.
  3. Social media monitoring
    sifts through the more than 58 million messages that are tweeted each day and more than 55 million Facebook status updates and alerts you to conversations about your business so that your business can respond in a timely manner.

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