Are You Dragging Your Customers Through a Call Center Maze?
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Are You Dragging Your Customers Through a Call Center Maze?

What’s more important: wowing customers, or making their experience easy?  It’s a topic of debate in the customer service community, and one that Matt Dixon will address in his keynote tomorrow at Contact Center Expo and Conference.

Research from ICMI and the Customer Experience Board indicates the increasing importance of making the customer journey an effortless one.  Is your call center software making that possible?

Take a look at the infographic below to learn why taking the effort out of the customer experience is so important, and how virtual contact center software can help.

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Topics: Technology, Customer Experience


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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