Advanced automatic call distribution (ACD) software can help contact centres move closer towards the ideal of one-call query resolution, by getting every call to the right agent as soon as it comes in.
That's according to Hannes van der Merwe, Mitel product manager at Itec. He says companies need to strike a delicate balance between reducing costs and providing optimal service levels through their contact centres, the primary interface to their businesses for their customers.
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