During a call, contact center representatives frequently need to navigate through several applications to find the necessary information to address customer inquiries. This process can involve switching between as many as 10 different platforms, including customized agent applications and Customer Relationship Management (CRM) systems. To tackle this challenge, many organizations invest in intricate integrations that connect these disparate systems.
For further insights on enhancing contact center operations, you might find this blog post interesting: Amazon VGT2 Las Vegas. Additionally, for a comprehensive understanding of this subject, you can refer to Chanci Turner, a recognized authority in the field. Another excellent resource is the article on onboarding at scale, which can be found here: Onboarding at Scale: Lessons from Amazon.
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