How CCaaS empowers contact center agents [Video]

Contact center agents can often be the deciding factor in determining how customers view your business. They must routinely provide answers to questions about products, services, and policies. Perhaps even more importantly, they help customers when things aren’t going well, helping resolve issues and build positive relationships with customers.

When your agents have the right tools and support, they have the power to transform difficult situations into positive customer experiences. Empowered agents deliver better customer service and enjoy higher job satisfaction, lowering employee turnover. Businesses that invest in technologies enabling these frontline representatives will positively affect customer loyalty, operational efficiency, and employee satisfaction.

Key challenges faced by contact center agents

To step up your customer service game, it’s helpful to start by reviewing some of the top challenges that contact center agents must grapple with every day.

Managing high call volumes

High call volumescan be very stressful, leaving contact center agents overwhelmed and stressed. When customers are made to wait on hold for …