How to create superhero agents in your contact centre

This whitepaper explores how the roles of contact centres agents has changed over the years from just being cost to sales department to creating profits by being a part of sales process. Contact centres have opportunities to get closer to the customer as the process of handling customer enquiries is becoming more complex.

How digital meets human

Contact centres globally are facing tough challenges. With increasing competition, limited budgets, disruptive innovations, and more, contact centres are seeking new strategies and technologies to better serve customers and increase conversions and revenue.

This white paper explores a critical factor to increasing revenue in contact centres: the integration of a digital platform. If a digital platform is properly integrated, it can guide agents during customer interactions and sales opportunities and determine the success of c-stat, NPS, conversions, and revenue. An effective integration will deliver a high quality customer experience, while developing customer interactions toward opportune moments for cross-selling and upselling.