Call centers
Call center problems can be separated into human and technology issues.
Using agents to deliver repetitious communications is extremely expensive in both the time costs of the agent and job dissatisfaction (therefore turnover). Continually training agents to become subject matter experts so that they can consistently and completely respond appropriately is extremely time consuming and to retrain the entire agent mass when changes are required is even more time consuming and complicated.
Existing technologies are not capable of understanding customer’s needs, delivering direct responses, personalizing the interaction or pleasantly surprising the customer. In addition these technologies have difficulty tracking the elements (i.e. promises, issues, comments, agent performance) that occur during these interactions.
Introducing additional technology can be extremely disruptive, often requiring major changes to existing systems. Using analytic tools to continually improve quality control and process improvements and is presently not efficiently being done.
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