Call Center Credibility Gap Widens

March 4, 2013
According to research from BT and Avaya, 70% of consumers believe they often know more about the products and services they're inquiring about than the contact center agent dealing with their call. Additionally, 80% of people surveyed thought agents struggled to...
According to research from BT and Avaya, 70% of consumers believe they often know more about the products and services they're inquiring about than the contact center agent dealing with their call. Additionally, 80% of people surveyed thought agents struggled to answer their questions, and 85% believed they'd been put on hold because agents didn't know what to say.

Sponsored Recommendations

Coherent Routing and Optical Transport – Getting Under the Covers

April 11, 2024
Join us as we delve into the symbiotic relationship between IPoDWDM and cutting-edge optical transport innovations, revolutionizing the landscape of data transmission.

Data Center Network Advances

April 2, 2024
Lightwave’s latest on-topic eBook, which AFL and Henkel sponsor, will address advances in data center technology. The eBook looks at various topics, ranging...

Supporting 5G with Fiber

April 12, 2023
Network operators continue their 5G coverage expansion – which means they also continue to roll out fiber to support such initiatives. The articles in this Lightwave On ...

FTTx Deployment Strategies

March 29, 2023
Cable operators continue to deploy fiber in their networks at anincreasing rate. As fiber grows in importance, proper choices regardinghow to best fit fiber to the home together...