Nowadays people are used to obtain whatever information they need before even asking. This is the kind of user experience we all want to receive. This is particularly the case when we have a question or issue that needs to be addressed! The contact centers that we explain our problems to don’t always give us what we need and when we need it, which can be more than a little frustrating.
One of the biggest challenges of call centers is maintaining a decent average handle time during its peak hours. The more support requests that come in, the longer customers have to wait to get entertained by a free agent.