Navigating Waitingon hold Exchanginginfo Discussing with agent Call ends Call starts Agent answers Pain points
The flaws Experience marred by pain points: Navigation (phone menus) Waiting on hold Repeating information to agents Key questions: How bad are these pain points? Why have they been so tough to fix? Can click-to-call plus smartphone be our salvation?
36 Tying it all together Click-to-call A better call center experience Smartphones This is an opportunity to fix the long-standing flaws with the call center experience.
37 Tying it all together Click-to-call A better call center experience Smartphones Happier customers Lower cost-per-call By fixing call center flaws, companies can get happier customers and lower cost-per-call.