Contact center operations and the technology that’s used to aid the experience has progressed tremendously over the years (See 5 Pictures Revealing the Evolution of the Contact Center), however, popular opinion seems to have stayed the same. If we played a quick round of “Family Feud” and asked the general public what they thought about working in a call center, we bet the top answers would be something like “menial” “mindless” or “soul-sucking”. There’s no question that customer care is a tough job, but it’s far from mindless work, and with technology, contact center operations have become more exciting than ever before. However, there are still some tried and true methodologies that remain critical to proper customer care.
Let’s take a look at these 4 common misconceptions about the call center and debunk them with some hard facts. Continue reading