In today’s rapidly evolving digital landscape, contact centers are increasingly shifting towards contact center as a service (CCaaS) solutions. If your contact center juggles multiple automatic call distributors (ACDs) across various platforms, transitioning to a cloud-based infrastructure might seem daunting. But it doesn’t have to be.
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Transforming customer experiences
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In today’s omnichannel landscape, customers expect a seamless and personalized journey across email, chat, social media and voice interactions.
There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.
As call center agents move to fully functioning omnichannel contact center agents, the question of agent training comes into focus—particularly training contact center agents to multitask. Can it be done? What is an agent’s capacity to multitask?
Anyone who has ever made a call to a customer service contact center has heard this recording: “This call may be recorded or monitored, for quality and training purposes.”
