More People Today Prefer Talking to Machines Than Human Operators According to Global Call Centre Study
Source: Dimension Data
The author believes that organisations need to tackle three main problems if they are to prevent the number of abandoned calls from growing still further - information, workflow and strategy. Contact centre staff need access to the right information so that they can resolve client enquiries quickly and resolve them first time. They also need modern, workflow systems integrated into back-office functions that enable them to wrap up calls fast without having to re-input extensive data.