From 'blind' to 'good' call transfers [Video]

 

Call transfers are an unavoidable necessity in the contact center. But if you want to maximize first-call resolution, as well as customer satisfaction, you need your agents to make good transfers - not blind ones. 

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The problem is, not every contact center provides agents with visibility of each others' availability. When that's the case, they have no choice but to make a blind transfer and hope for the best. That's far from ideal.

Large LCD screens, combined with a real-time alerting system, offer a better alternative. Now, agents can easily see who's available and make informed transfer decisions. That ensures callers won't be waiting for unavailable agents post-transfer, improving first-call resolution along with the overall customer experience.

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