Lose Complexity, Not Customers
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Overview: Call centre managers and their IT people should pay more attention to whats going on at desktop. Even the most charming agent will struggle to remain calm, polite and efficient if they are faced with the equivalent of an IT jungle every time they deal with a customer. When Dynamic Markets asked agents themselves what they would do to improve service, top of the list was having just one IT application to use when serving customers. Corizon software is re-using what is there already, but presenting it in a way that better suits their business goals and agent needs.