"All of Our Operators Are Busy" May Soon Be a Thing of the Past, Learn How.
By Prem Uppaluru, Transera Communications
The contact center is undergoing significant social, technological and economic changes.
This past holiday season you may have experienced similar frustrating time "on hold" while calling customer service.
According to a survey commissioned by DHL and conducted by Roper Public Affairs and Media, more than 80 percent of
consumers say bad customer service experiences would cause them to switch to a different business or service
provider. Among consumers' pet peeves are dealing with automated telephone systems and being kept on hold for long periods of time or have to listen to a long pause without knowing what is happening next.View the rest of this article
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