Today’s video break features two interesting themes. The first is how a mobile app can make the call center interaction much smoother and more efficient for both the caller and the agent. And the second is the often-overlooked importance of *internal* call centers. That is, call centers used by employees, in this case the field technicians of Allstream.
Allstream is Canada’s largest all-business ISP and this video is narrated by Kent McInall, their Director of Service Activation & Assurance. Kent talks about how his organization added visual IVR and mobile click-to-call to get speedier field technicians, happier call center agents and impressed clients. Continue reading