Keeping Universal Agents Universal Effective time management for the multi-channel environment

摘要

Like the call center itself, the role of the call center agent is evolving. Often the "face" oi the company, agents man the front lines, interacting with customers and providing them with an experience that they will ultimately use to judge your organization and brand as a whole. To further up the ante, customers today expect a single agent to be equipped to answer and resolve all of their questions and issues. When customers call with billing and technical support questions, they prefer that the same agent be skilled enough to handle both- without having to transfer them to another department or put them on hold. This level of service and expertise requires a special kind of agent. They must be talented, motivated, and knowledgeable about your products, services and brand. They must resolve customer issues in a single call, drive customer loyalty and have command of a wide range of technologies.