Customer Contact Center is a key element in serving customers today. But there are a few challenges faced in every contact center operations. Agent attrition tops the list among them. Turnover has long been an issue in high-volume hiring environments, including contact centers. Often cramped in a cubicle 9-10 hours a day (or working from home), answering calls from frustrated customers, while also experiencing low pay, and slim benefits — it makes sense why agents see contact center work as challenging, and may not see it as their future career.

When it comes to overcoming contact center challenges, low customer satisfaction ratings are one of the most detrimental for your business. Not only do they push away current customers, they also prevent you from gaining new ones.  One of the key reason is that the responses and resolutions are very people dependent and hence no consistency. Adding to this problem is the inability of the agent to retain the knowledge acquired in training classes.

For any business to be successful , they should be able to introduce new services and products quickly. Today it takes a lot of time to introduce new services and products , as it requires creation of new training materials and retraining the entire contact center staff.

Our state of the art Auxilium platform can handle these challenges using the latest AI/ML technologies. It also allows seem-less intervention from your agents when desired. In addition to handling the above stated challenges, our platform will also make your customer contact center operations more cost effective and provide just in time scalability.