Hi there,
What would WOW you, when speaking to a call center agent?
Innovative ideas - even if not possible from a technology perspective.
Current usual issues (which can be rectified):
- Queues - waiting too long
- No live data streaming, (information, tracking of previous conversations live, information live etc)
- Caller identification (sometimes explaining to a few people who you are and what you want).
- Calls are dropped and you have to phone and queue again.
- Call center agent have no access to other processes and systems (relates to live data streaming)
- VOIP not available
I have googled a few call center cites, yet do not find anything innovative and different. No cites where people log complaints regarding call centers.
Can anyone please comment / assist / guide?
Thanks
Esme
