When a customer calls your agents, they expect fast and professional service. Customers have little patience to wonder whether the agent in the call center is new or has computer issues. This situation puts additional pressure on the IT department, which has to keep the systems running 24 hours a day and deal with the high turnover experienced in many call centers. A well-thought-out Identity Management System can help with a smooth agent transition and running a 24/7 operation.
In the past, CTOs at companies such as ConnexionPoint and KiKxxl have reduced the time spent on administration by 21%.
However, every situation is different. That is why we would like to hear about the challenges you are facing in your IT Department. Join Brad Jones on November 2nd at 2 PM to discuss designing the next generation of IT environment to improve your company’s bottom line.