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Guide: A More Rewarding Contact Center Experience for Customers & Agents

March 5, 2021

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Guide: A More Rewarding Contact Center Experience for Customers & Agents

The critical importance of providing a good experience

Designed to fit the way people actually work and communicate today, cloud solutions can integrate multiple communications channels, provide powerful analytics, and connect with backend systems—leading to meaningful improvements in service, and a more satisfying and rewarding contact center experience for agents and consumers alike. 

This Stack8 guide shares why more and more businesses are embracing the power of cloud-based contact center systems. 

  • Measure ongoing customer satisfaction—by tracking the number of abandoned calls
  • Watch for insufficient training—by recording and reviewing calls
  • Spot ambiguous communication—by receiving alerts whenever agents use specific words or phrases
  • Deliver context-sensitive call scripts—via CTI screen pops using integrated caller ID, CRM databases, or other systems
  • Adjust caller queues and refine voice response menus on-the-fly—based on post-call reports