UNWANTED CALLS
ILLUSTRATION PROVIDED BY ADOBE IMAGES
COMBATTING THE INVISIBLE ENEMY NUISANCE AND NEFARIOUS CALLS ARE TARGETING AGENTS AND KILLING KPIS .
BY VICKI SIDOR , MUTARE
Robocalls , voice spam , phone fraud , spoofers , and vishers ( voice phishers ) are inflicting significant damage on businesses through lost productivity , degraded customer experience ( CX ), missed sales opportunities , and cybersecurity threats .
While consumers have learned to simply ignore calls from unknown sources - a practice even the FCC advises - it is not a viable option for customer-facing organizations that depend on voice communications as a core service offering .
This is particularly true for the omnichannel contact center . While digital chat is a great option for simple support queries , the phone is still the preferred vehicle for customers dealing with more complex or sensitive issues . Those customers have a deep desire to be listened to and understood , and two-way conversations are often the most expedient paths to problem resolution .
In short , there is simply no substitute for the human-to-human connection that is possible through the phone . And optimizing the efficiency of your voice channel is among the most positive steps you can take to meet KPI goals .
... WASTEFUL , DISTRACTING , FRAUDULENT , AND OUTRIGHT MALICIOUS CALLS ARE MORE THAN JUST AN ANNOYANCE .
That is why wasteful , distracting , fraudulent , and outright malicious calls are more than just an annoyance . They are jeopardizing not only the overall quality of your service delivery but the security of your people and the organizations they represent .
PERFORMANCE AND UNWANTED CALLS
It ' s no secret that contact centers operate under significant pressure to meet their contractual obligations while making sure callers are well-served .
The success or failure of your organization is judged through a cornucopia of performance measurements , including CX , call initiation , and agent productivity .
Performance in these areas is , in turn , managed and measured via defined
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