Contact center agents play a critical role in ensuring customer loyalty and increasing profitability through cross-sell and up-sell revenue, as they are often the first touch-point clients have when they need support. However an Aberdeen study reveals that contact center agents’ inability to access or effectively use technology tools needed to serve customers hinders agent productivity and performance.
Enterprise Social Collaboration (ESC) helps contact center agents overcome this challenge by providing them the ability to work collaboratively with other agents and colleagues in other departments that interact with the same customers.
