Most contact centers work under the assumption that their solutions work seamlessly. But in reality, it is not so. Often, agents do not have the complete information or history of the caller at the time of call. Precious time is lost in asking questions the answers to which have already been given. Precious time is also lost in gathering information from different sources. The one thing common is that the caller gets irritated and loses patience. The result: dissatisfied callers, wastage of time and the loss of opportunity to cross-sell and up-sell.
