Customers nowadays tend to be less and less patient when calling in to get answers to their questions or problems. This leads to higher abandon rates during peak hours or times where fewer agents are online. Offering alternatives to waiting on hold for the next available agent will not only improve customer satisfaction but also lead to better SLAs and a better customer interaction for the agent. Let's face it, who doesn't dread taking the call that's been waiting in a queue listening to the same music looping for 30 minutes.
Contact Center Solutions like Cisco UCCX are designed to deliver a highly secure, available, virtual, and sophisticated customer interaction management solution for your agents.
However, as with any technology, advancements happen at a rapid pace. This guide of Tips and Insights is designed to assist organizations who are looking at improving adoption and efficiency of their contact center solution.