SoundBite Whitepaper Reveals the Top Challenges for the Call Center

By Susan J. Campbell

TMCnet Contributing Editor

 

Like every organization, call centers have challenges. One of the biggest challenges that these organizations face is how to improve efficiency and results while under pressure to also improve profit margins. The latest whitepaper from SoundBite Communications (News - Alert), Top Call Center Challenges, outlines how the call center can stop idle agents, dialer delays, capacity mistakes, phone-phobic customers and other issues that kill call center performance.

In order to combat these challenges and improve performance, many call centers are augmenting their traditional workhorse systems and realizing a multi-tiered return on investment. This return includes higher agent productivity, lower cost per right party contact, more IVR transactions and agent-less workflows and more answering-machine-driven callbacks. These improvements are a result of capitalizing on the latest intelligent Voice Messaging technologies.

This whitepaper explores how to combat the top five call center killers in order to increase agent productivity. It also highlights the weaknesses that call centers experience when solely dependent upon predictive dialers, including idle agents and wasted time, to name just a few.



More significantly, this whitepaper digs deep into the advantages of voice messaging and how it can improve performance in the call center and deliver a better experience for the customer. If your call center relies heavily on a predictive dialer, the information in this whitepaper could help your organization to significantly improve productivity and efficiency while lowering operating costs. Don’t miss this opportunity to learn how to get the most out of your call center.

Want to learn more about call centers? Then be sure to check out TMCnet’s Whitepaper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. The papers are authored by industry leaders, who, in turn, receive qualified sales leads from interested parties. Check here for the latest in CRM information.

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.