Contact centers, and contact center agents, are currently experiencing an unfortunate crunch on two fronts. Complications stemming from ongoing supply chain challenges have led more customers to reach out to contact centers with questions, concerns, and complaints. Meanwhile, contact centers, like many other businesses, continue to suffer the effects of the Great Resignation. This increase in customer contact combined with fewer agents to answer questions has resulted in some of the highest customer wait times in 20 years.
How can businesses provide excellent customer experience and support their contact center agents while navigating these challenges? Christian Wagner, CEO of VoiceFoundry, explains in CSM The Magazine for Customer Service Managers & Professionals.