Lose outdated tech
If, for example, an agent has to toggle between a phone system, an email inbox, a webform, and a chat system (each provided by a different software), they will spend considerable time tracking a single issue across channels. Additionally, new agents will struggle to gain context quickly, in case they need to have a conversation with an existing customer. One platform, with the different channels mapped to a central system, will serve the dual objectives of creating a consolidated customer profile and ensuring accurate cross-channel updates. Freshcaller, for example, is integrated with a helpdesk + ticketing solution and a CRM platform to provide a connected customer engagement platform. In addition to software, procure good-quality headsets for your agents. Given the volume of calls they handle, it’s important to minimize inconveniences and ensure that they’re comfortable.