14
Dec
Contact centres have become a crucial part of any business. They can be the difference between a deal-breaker or deal-maker for a businesse. However, one of the most common complaints customers make about contact centres are the excruciatingly long hold times. In addition, it has been seen that if a call centre agent is unable to resolve the customer’s issue and route their call to a senior staff member, they have to repeat the same information to resolve their issues. All such issues can lead to high call abandonment rates, poor customer service and worst of all, customer attrition.…