The Top 10 Information Challenges in Todays Call Center
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Overview: This paper from InStranet company talks about top 10 information challenges faced by the call centre. With increased pressure to remain competitive and cut costs while providing premium customer service, companies are expecting more every day from their call center operations. Now, a new wave of technology is emerging including advancements such as voice over IP, virtual agents, performance management, web collaboration and analytics. As a call center manager facing ever-increasing pressure to do more with less, the best alternative is often to automate using second-generation knowledge-based applications.