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  • 1.  If You Could Eliminate One Contact Center Pain Point Forever…

    Posted 20 days ago
    Edited by Andrea Abdullatif 16 days ago

    If you could eliminate one classic contact center pain point forever, what would it be?


    #CoffeeTalk

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    Andrea Abdullatif
    Customer Manager
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  • 2.  RE: If You Could Eliminate One Contact Center Pain Point Forever…

    Posted 20 days ago
    I would eliminate without a second thought any metric that encourages wrong behavior.
     
    AHT used as an "absolute goal"; agent pressured to be more agile; operation rewarding speed instead of resolution.
     
    This creates a giant cascade of effects:
     
    Agent interrupted customer;
    avoids investigation;
    quick transfer;
    ends early;
    forces poor self-service;
    creates recounts...etc.


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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  • 3.  RE: If You Could Eliminate One Contact Center Pain Point Forever…

    Posted 20 days ago

    For me, CSAT is a very complex metric.

    Here in Brazil, I have seen many situations where CSAT is used to measure agent performance individually, but the customer often reaches the contact center already frustrated or angry because of a product or service issue.

    In those cases, no matter how well the agent handles the interaction, the CSAT score may still be low.

    That's why I believe CSAT should be used more as a company-level metric, not so heavily as an individual agent performance metric.



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    Arthur Pereira Reinoldes
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  • 4.  RE: If You Could Eliminate One Contact Center Pain Point Forever…

    Posted 19 days ago

    Hi Andrea,

    For me, one pain point I'd love to eliminate is customers having to repeat information multiple times after transfers between teams or channels.

    Even with good routing and integrations, that still happens more often than anyone would like, and it impacts both the customer and agent experience immediately.



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    Phaneendra
    Technical Solutions Consultant
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  • 5.  RE: If You Could Eliminate One Contact Center Pain Point Forever…

    Posted 18 days ago

    I agree, few things hurt the customer and agent experience more than having a customer explain the same issue multiple times because the history, intent, previous steps, or channel context didn't carry over properly.



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    Elisson Fernandes
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    Original Message


  • 6.  RE: If You Could Eliminate One Contact Center Pain Point Forever…

    Posted 16 days ago

    Hey Andrea, 
    For me, it would be eliminating the need for customers to repeat their issue to multiple agents. Resolving everything in the first interaction would completely transform both the customer and agent experience.



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    Carolina Simony
    Sr. Customer Success Manager
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