Start with the contact centre for successful unified communications
[Johannesburg, 11 May 2012] -
Contact centres are a logical starting point for any company implementing a unified communications (UC) strategy as a means of significantly increasing the efficiency of agents by reducing the time they spend finding answers to customer questions.International research reveals that more than 10% of the calls handled in the contact centre require input from employees with the knowledge to field specific or technical questions from callers.“Such calls waste time and reduce agent efficiency,” says Pommie Lutchman, CEO of contact centre solutions provider Ocular Technologies. “Bringing the contact centre into the company's overall UC strategy empowers call centre agents to immediately check the availability of the employee with the specialist knowledge and obtain the required input at a few keystrokes or a mouse click.”
[Full Story.]
|
|
