Most call centers see productivity problems, resulting in long wait times, high call abandonment rates and poor average handle times. When things go awry with a call center employee, customers aren’t afraid to take their business elsewhere. Some 76% of customers report that it’s easier than ever to switch service providers based on their experience. According to a NewVoice Media report, bad customer service costs U.S. businesses more than $75 billion a year, all from loss of customers. So how can automation help?
