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Would you describe your small to mid-sized contact center as impromptu or even accidental? You’re not alone. Companies of all sizes often assemble call centers in response to emergency situations, recalls, security breaches, bad press—any number of reasons can result in these “war room-like” operations.
But what happens when your improvised contact center needs to take the next step? Without the modern day applications and process efficiencies well-planned contact centers enjoy, agent performance and customer service quality can stagnate quickly. And that creates a negative impact on customer experience and satisfaction.