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IT - Call Centers

Top Call Center Technology Trends
CMSWIRE, Thursday, May 18,2023
Advances in call center hardware and software technology have enabled support teams to cut down many common call center issues.

Of all the businesses affected by the COVID-19 pandemic, call centers saw unique challenges, with a huge increase in call volume and difficult calls, and many call centers moving their employees into remote settings for extended periods.

According to a 2020 study by Harvard Business Review, during the pandemic difficult calls increased by 50% overall. Call service reps were not equipped yet with more advanced technology solutions to automatically route calls, and as a result there was a 68% increase in escalations as reps tried to deal with customer complaints.

This process of manual routing and escalation resulted in a 34% increase in hold times during early phases of the pandemic. Customer service reps were further challenged with remote work and unreliable internet connections, along with a lack of coherence with the rest of their team and leadership.

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