Boost contact center service without adding agents

Contact center service is critical to customer experience, so companies need to ensure their call center agents have the right tools and techniques for the job. Here's how.

There are numerous ways to improve contact center service without hiring additional agents. The key is a multifaceted approach that supports a strong customer experience and allows companies to optimize their cost structure.

High costs of contact centers create a large obstacle to optimization. Additionally, there is the challenge of finding call center -- or contact center -- agents who have the right skills and characteristics for this role.

Three ways to reduce the need for more agents include reducing call center volume, increasing the use of call center agents and boosting productivity.

How to reduce customer requests

There are a number of tactics to reduce the number of requests that contact center agents must be able to handle, including ensuring that customers are interacting because they want new services, not because they have problems with existing ones; ensuring that customer issues are resolved during the initial contact; and giving customers a way to serve themselves.

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