Where The System Breaks Down

Sometimes it’s easy to blame the people when things don’t go to plan. Often what we find is that it’s the system not the people that really causes the problem. Have a good representative group of agents and managers develop a list of system related issues (include actions to resolve them) that affect the business and cause customers to be dissatisfied – what you will probably find is that many of the system issues translate into customer complaints – we all have heard to often the phrase from a contact center agent "my system doesn’t allow me to do that…”

Source: http://www.contactcenterworld.com/tips.aspx?id=1fcfb0674b2147458fd2d9fea37f052a

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