Call Center - Contact White Papers
Betting on a Sure Thing
Overview In the past, three separate departments handled room, show and special events reservations. If, for example, a caller wished to reserve a hotel room as well as show tickets, he or she would have to be transferred between departments or asked to call back on a different toll-free number. An ACD system queued calls for one department only. Managers had no real-time performance data and no detailed reporting capabilities. All three departments merged into a state-of the- art call center driven by Nortel Networks Symposium Call Center Server. Call duration has been cut by 40% and abandoned call rates reduced fivefold as skill-based routing helps identify callers’ needs and directs them to the most experienced agents.
| Publisher | Nortel Networks | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | May 2004 | Downloads | 3 |
| Format | Case Studies | ||
| Topics | |||
-
Did you find this white paper useful? 1 out of 2 users found this white paper useful
White Paper RSS
Download
Register
